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Product Manager – Contact/Call Center Technology
This role is best described as a Senior Product Manager / Product Strategy Lead focused on Contact Center & Telecom Platforms, rather than a traditional software product management position.
Must Haves
- Strong Product Management experience supporting Contact Center, Call Center, or Telecom platforms
- Deep understanding of contact center technologies, call routing, customer service workflows, and platform integrations
- Experience working with enterprise contact center solutions such as Genesys, Salesforce Service Cloud, NICE, Five9, Amazon Connect, or similar platforms
- Experience partnering directly with vendors to evaluate platform capabilities, roadmaps, contracts, and optimization opportunities
- Strong experience developing product strategies, roadmaps, capability assessments, and business recommendations
- Ability to gather, prioritize, and translate business requirements into product initiatives and technology solutions
- Strong stakeholder management skills across business, technology, operations, and vendor teams
- Excellent communication and presentation skills with experience delivering executive-level recommendations
- Ability to operate independently and drive initiatives with minimal oversight
Responsibilities
- Serve as the Product Manager and subject matter expert for contact center and telecom technology platforms
- Evaluate current platform capabilities, identify gaps, and recommend optimization opportunities
- Partner with business stakeholders to understand operational needs and prioritize product enhancements
- Collaborate with vendors to assess platform functionality, roadmap alignment, and strategic fit
- Develop product roadmaps, capability assessments, and long-term platform strategies
- Facilitate discussions across business and technology teams to drive alignment and decision-making
- Analyze business, operational, technical, and vendor impacts of proposed initiatives
- Present recommendations, findings, and strategic plans to leadership and key stakeholders
- Support evaluation of existing platforms and potential future-state solutions
Preferred
- Experience with Genesys, Salesforce Service Cloud, NICE, Five9, Amazon Connect, or similar contact center platforms
- Experience supporting high-volume customer service environments
- Experience within large enterprise organizations with multiple technology stakeholders
- Familiarity with customer support operations, sales support workflows, or financial reconciliation processes
Interested candidates may submit their resumes online or call at 310-906-4780 for further information regarding the position.
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