Product Manager – Integrated Customer Experience (ICX)

Location: San Jose, CA
Work Arrangement: Hybrid / Onsite
Job Type: Contract

Job Description

We are seeking an experienced Product Manager – Integrated Customer Experience (ICX) to define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms.

The ideal candidate will have strong experience with CCaaS/contact center technologies, with a preference for Amazon Connect, and will work closely with Business, IT, Engineering, QA, and Operations teams in a fast-paced enterprise environment.

Responsibilities

• Act as a customer advocate and translate business needs into scalable CCaaS solutions.
• Define and document product requirements, user stories, functional requirements, and acceptance criteria.
• Own and manage the product backlog, including prioritization, grooming, and sprint planning.
• Partner with Engineering, QA, and business stakeholders on delivery, UAT, defect/bug reviews, and operational enhancements.
• Drive feature enhancements and continuous improvements across Amazon Connect-based platforms.
• Create and maintain system documentation, functional designs, and data flows.
• Identify issues quickly, assess business impact, determine required resources, and drive resolution through completion.
• Provide Level 3 end-user support in partnership with Production Support teams.
• Support incident triage, change management, release coordination, and other service management activities.
• Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.

Required Qualifications

• 6+ years of overall IT experience, including 4+ years of Product Management experience.
• Experience with contact center or customer care technologies, including phone, chat, chatbots, AI, or email.
• Hands-on experience with CCaaS platforms, preferably Amazon Connect.
• Experience with platforms such as Genesys, RingCentral, or LivePerson is a plus.
• Strong experience developing user stories, functional requirements, and acceptance criteria.
• Solid understanding of Agile/Scrum methodologies.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to work effectively in a fast-paced environment with changing business priorities.

Preferred Qualifications

• CRM integration experience.
• Enterprise-scale Customer Experience (CX) or Integrated Customer Experience (ICX) platform experience.
• Experience with Jira, Confluence, or similar product/project management tools.
• Experience working with Engineering, QA, Operations, and Production Support teams.
• Experience with UAT, release management, and production issue resolution.

Key Skills

Product Management | Product Owner | Amazon Connect | CCaaS | Contact Center | Customer Experience | CX | ICX | Genesys | Agile | Scrum | User Stories | Backlog Management | UAT | CRM Integration | Jira | Confluence