Product Manager

Job Title: Product Manager

Location: San Jose, CA (Onsite) F2F is a must

Experience Required: 4-6 Years

Employment Type: Contract

Role Overview

We are seeking a Product Manager with strong experience in customer care platforms and digital engagement solutions. This role requires close collaboration with business, engineering, and operations teams to define product requirements, manage backlogs, and deliver high-impact customer support solutions across voice, chat, chatbot, and AI-driven platforms.

The ideal candidate combines product ownership, business systems analysis, and customer experience expertise in an Agile environment.

Key Responsibilities

Product & Requirements Management

• Own and manage product requirements for customer care and contact center platforms.

• Elicit, analyze, and document business, functional, and technical requirements.

• Translate business needs into clear user stories, acceptance criteria, and specifications.

Customer Care Technology Enablement

• Support and enhance customer care systems including telephony, chat, chatbots, and AI-based solutions.

• Configure, manage, and optimize platforms such as Amazon Connect, Genesys, or LivePerson (or similar tools).

• Partner with engineering and vendors to deliver scalable and reliable customer engagement solutions.

Agile Delivery & SDLC

• Act as Product Owner/BSA within Agile/Scrum teams.

• Manage product backlogs, prioritize features, and participate in sprint planning, reviews, and retrospectives.

• Ensure timely delivery of features aligned with business priorities and customer experience goals.

Stakeholder Collaboration

• Build and manage strong cross-functional relationships with Engineering, Customer Care, UX, QA, and Operations teams.

• Communicate product vision, requirements, and progress effectively to stakeholders.

Analysis & Continuous Improvement

• Analyze customer care workflows and system performance to identify improvement opportunities.

• Balance multiple priorities while meeting delivery timelines and quality expectations.

Required Qualifications

• Bachelor s degree (BS/MS) in Information Systems, Computer Science, or a related discipline.

• 4-6 years of overall IT experience.

• Minimum 3 years of experience as a Product Manager or Business Systems Analyst in a similar environment.

• At least 3 years supporting customer care or contact center-related functions.

• Hands-on experience configuring and managing phones, chat, chatbots, and AI-based customer engagement systems.

• Strong experience with requirements documentation, process flows, and specifications.

• Solid understanding of SDLC and Agile/Scrum methodologies.

Essential Skills

• Product Management / Business Systems Analysis

• Customer Care & Contact Center Technologies

• Requirements Gathering & Documentation

• Agile / Scrum Delivery

• Stakeholder & Cross-Functional Collaboration

• Analytical Thinking & Problem Solving

• Excellent verbal and written communication skills

Key Competencies

• Self-motivated with the ability to work independently in a fast-paced environment.

• Strong organizational skills with the ability to manage multiple priorities.

• Proven ability to work creatively and analytically to solve complex problems.

• Strong ownership mindset and accountability for product outcomes.