Role : Product Manager Customer Service (Assisted Service)
Location: Austin, TX
Type: FTE
About the Role:
We are seeking an experienced Product Manager Assisted Service to lead the modernization of our customer service platforms. This role will focus on transforming legacy contact center systems into a modern Contact Center as a Service (CCaaS) environment, with Genesys Cloud expertise as a must-have skill. You will own the product lifecycle end-to-end, including requirements gathering, backlog management, AI-driven innovation, Proof of Concepts (POCs), and large-scale migration programs, while collaborating with stakeholders across business and technology to deliver world-class customer and agent experiences.
Key Responsibilities:
Product Ownership & Strategy
- Define and maintain the product vision, strategy, and roadmap for assisted service and CCaaS platforms.
- Align product initiatives with business goals, customer experience objectives, and operational efficiency.
Requirements & Backlog Management
- Conduct requirements gathering sessions with business, operations, and technology teams.
- Write and refine user stories, acceptance criteria, and epics to guide development.
- Manage and prioritize the product backlog in JIRA, ensuring delivery of high-value features.
- Collaborate closely with engineering teams to drive execution and resolve blockers.
Contact Center Modernization & Migration
- Lead the migration of existing contact center platforms to Genesys Cloud CCaaS.
- Oversee data migration, workflows, call routing, and integrations to ensure seamless adoption.
- Partner with vendors and IT teams to deliver successful, large-scale deployments.
Innovation, POCs & AI Integration
- Design and run POCs to validate emerging technologies and prove business value.
- Drive the integration of AI and automation, including agent-assist, conversational AI, predictive routing, and self-service enhancements.
- Work with AI/ML teams to embed intelligence into assisted service and agent experiences.
Business Stakeholder Management
- Act as the primary liaison between stakeholders and technical teams.
- Clearly communicate roadmap progress, risks, and dependencies to executives and cross-functional teams.
- Represent the voice of both customers and agents in product decisions.
Qualifications
- 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
Preferred Skills
- Experience in global enterprise-scale or regulated environments.
- Knowledge of customer journey analytics and advanced workforce engagement solutions.
- Strong vendor evaluation, partnership, and contract management skill
Alchemy: Transforming Your Professional Vision into Reality
Since our inception in 2013, Alchemy has been dedicated to reshaping organizational performance through innovative IT services. With a vision to empower businesses seeking a transformative edge, we ve positioned ourselves at the forefront of digitization and software modernization.
Our name reflects our mission: to transmute technology into gold-standard solutions for our esteemed clients. We proudly serve a diverse range of sectors, including IT and ITES, BFSI, Telecom and Media, Automotive, Manufacturing, Energy, Oil and Gas, Real Estate, Retail, Healthcare, and more.
With a global footprint spanning the USA, India, Europe, Canada, Singapore, Japan, and parts of Central and West Africa, we harness a unique blend of competencies, frameworks, and cutting-edge technologies. Together, we drive growth and innovation across industries, helping organizations turn their visions into reality.
Alchemy Connecting Talent with Opportunities (Diversity, Equity and Inclusion)
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