Title: Product Manager Contact Center Transformation
Location: 100% Remote Supporting EST Hours
Duration: 12+ Months
Rate: Negotiable
General Responsibilities
Manage collaborative discussions to gain alignment and negotiate with our Business & Product partners.
Prioritize with our business, product, and engineering partners, managing complex discussions to drive alignment.
Execute discovery work for new capabilities, documenting current state and desired future state to guide the development process, synthesizing findings in a clear and compelling way.
Lead requirement-gathering, user story creation, user acceptance criteria, prioritization, and execution with cross-functional teams, ensuring consistent communication with peers and leadership.
Develop and maintain strong relationships with stakeholders and cross-functional collaborators, including product, engineering, design, commercial, and customer support.
Proactively identify potential risks, dependencies, and mitigation strategies to project timelines or deliverables.
Lead sessions and creation of artifacts for Capability Mapping and functional design.
Serve as Product Owner for Contact Center capabilities defining and prioritizing features for Salesforce Service Cloud, Omni-Channel, Knowledge, and integrations with telephony platforms such as Genesys, Avaya, Amazon Connect, or NICE CXone. Partner with business stakeholders and IT teams to modernize contact center operations, streamline agent experiences, and drive digital transformation across voice, chat, email, and messaging channels. Translate customer experience goals into scalable contact center solutions, leveraging CRM and AI capabilities to improve service quality, efficiency, and insights.
Technical Responsibilities
Experience in software development lifecycle (SDLC).
Experience in Product Roadmap development including technical aspects such as APIs and integrations.
Business-technical expertise in data analysis and visualization to tell stories, identify opportunities for technology innovation, and communicate them effectively for problem-solving.
Define and map how a piece of data translates between different systems.
Creation of business sequence and process flow diagrams. Understand, and sometimes create sequence diagrams and processes via process engineering.
Experience with contact center platform architecture, CTI/IVR design, call routing, and integration between telephony systems (Genesys, Avaya, Amazon Connect) and Salesforce Service Cloud. Ability to define end-to-end call flow, screen pop, and case creation logic between CRM and telephony systems. Work closely with system architects to design scalable, cloud-based customer engagement solutions with real-time analytics and reporting.
Additional Qualifications
Extensive experience in product management, technology delivery, or strategy development.
Subject matter expertise in the generation and management of strategies and roadmaps, rooted in technology alignment with and enablement of business objectives.
Experience leading initiatives that span several teams and functional areas, integrating diverse points of view toward a solution.
Proven experience with the software delivery lifecycle.
Proven problem-solving abilities, gathering relevant partner inputs to drive resolution.
Excellent written and verbal communication skills, including an ability to facilitate complex conversations and pitch innovative solutions.
Advanced at writing business & functional requirements.
Advanced knowledge and ability to use collaboration tools to document and communicate effectively.
Advanced knowledge and ability to use visualization tools to simply illustrate and communicate complex concepts.
Experience in leading CRM and Contact Center transformation programs, ideally leveraging Salesforce Service Cloud and integrated telephony solutions. Strong understanding of customer service KPIs, agent productivity metrics, and customer journey analytics. Experience within the hospitality industry a plus.
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