Product Manager

Overview

Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

scrum
Change Management
Problem-Solving
Documentation
QA
BSA
Documenting
Business Requirements
SDLC
Translate
User Acceptance
Application Development
Business Architecture
Genesys
END User Support

Job Details

Product Manager, ICX BCDD DME

Location: San Jose, CA

Position summary:

We are looking for a Product Manager for ICX (Integrated Customer Experience) who can partner with IT and Business teams to understand business problems, develop and deliver the right technology solutions, and maintain existing technologies. You should have a deep understanding of channels like phone, chat, and contact center technologies. You will also be responsible for implementing engineering solutions by working with vendors, system integrators, and other internal organizations within Adobe. You will have a passion for technology, process, and efficiency, and have demonstrated a genuine sense of curiosity and a keen desire to work through complex technical challenges at enterprise scale. Your knowledge of the customer experience landscape and industry trends will be vital for this role.

What you'll do:

  • First, be a customer advocate. See every problem and our solutions through the eyes of our customers, whether internal or external.
  • Understand and translate the business strategy, business goals and business processes into an IT solution.
  • Research, analyze, and recommend solutions that meet the business needs for new projects.
  • Analyze business requirements, explore and evaluate various options, configure the application to meet requirements, and coordinate testing with QA and User acceptance testers.
  • Translate business architecture through the elicitation and definition of functional requirements.
  • Produce system documentation and data flows.
  • Quickly identify a problem and the resources required to resolve; take ownership and drive the problem to resolution.
  • Develop business specifications for application development or enhancements, and be the key interface between users and engineers.
  • Provide level 3 end user support as called upon by the Production Support Team.
  • Manage requirements volatility, integrity, and continuity via change management and reprioritization, as well as work closely with Release Management.
  • Use structured and disciplined approaches to solving technical problems.

What you need to succeed:

  • Degree/Major: BS/MS Information Systems, Computer Science and/or related discipline
  • 5+ years of overall IT experience. 3 years as a Product Manager/BSA in a similar environment
  • 3+ years supporting customer care-related functions.
  • I have 3 years of experience configuring and managing systems like Phones, Chat, chatbots, and AI Solutions. Experience in Amazon Connect, Genesys, or LivePerson would be preferable.
  • Ability to communicate effectively and experience in documenting requirements and specifications are essential.
  • Self-motivated and proven ability to work creatively and analytically in a problem-solving environment.
  • Ability to balance multiple tasks/priorities, consistently meeting deadlines.
  • Knowledge of SDLC and Scrum methodologies.
Ability to build and manage cross-functional relationships
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.