Product Manager

Overview

Hybrid
$70 - $75
Contract - W2
Contract - 6 Month(s)

Skills

Genesys
Contact Center as a Service (CCaaS)
Customer Service

Job Details

Hi,

Job Title: Product Manager Customer Service

Location: Austin, TX(Hybrid)

Duration: 6+ months with possible extension

Job Description:

  • 7+ years of product management experience in customer service or contact center technology.
  • Genesys Cloud CCaaS expertise is required (must-have).
  • Strong background in contact center modernization, platform migration, and enterprise integrations.
  • Hands-on experience with requirements gathering, user story writing, and backlog management (JIRA).
  • Proven success in delivering POCs, pilots, and production-scale rollouts.
  • Solid understanding of AI, automation, and analytics in customer service.

Technical Skills:

  • CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus.
  • Exposure to Assisted Service Tools:
  • Agent Assist & Agent Desktop
  • Knowledge Base / Knowledge Management Systems
  • Integration with Case Management solution (Salesforce Service Cloud preferred)
  • Workforce Engagement Management (WEM) Applications: Genesys WEM (preferred)
  • Analytics & Reporting
  • AI/Automation
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