Product Manager

Job Description

Job Title: Product Manager

Duration: 6 Months

Location: San Jose, CA

100% Onsite

*** LOCAL CANDIDATES ONLY**

Experienced Product Manager to drive end-to-end delivery of Integrated Customer Experience solutions across contact center platforms, with strong focus on CCaaS (preferably Amazon Connect).

Responsible for translating business needs into scalable solutions, managing product backlog, and collaborating with cross-functional teams to enhance customer and agent experiences in an Agile environment.

Role Descriptions:

Act as a customer advocate| translating business needs into scalable CCaaS solutions.

Define and document clear product requirements| user stories| and acceptance criteria.

Own and manage the product backlog| including prioritization| grooming| and sprint planning.

Partner with Engineering| QA| and business teams on delivery| UAT| bug review| and RTB enhancements.

Drive feature enhancements and operational improvements across Amazon Connect based platforms.

Produce and maintain system documentation| data flows| and functional designs.

Quickly identify issues| assess impact| determine required resources| and take ownership to drive resolution end to end.

Provide Level 3 end-user support as needed in partnership with the Production Support team.

Support service management activities| including incident triage| change management| and release coordination.

Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.

Essential Skills:

6 years of IT experience| with 4 years as a Product Manager.

Experience supporting contact center or customer care technologies (phone| chat| chatbots| AI| Email).

Hands-on experience with CCaaS platforms| preferably Amazon Connect (Genesys| Ring Central or LivePerson a plus).

Strong experience writing user stories| functional requirements| and acceptance criteria.

Solid understanding of Agile Scrum methodologies.

Excellent communication| problem-solving| and stakeholder management skills.

Ability to thrive in a fast-paced environment with changing business requirements.

Skills: Product Management

Experience Required: 6-8

Required Skills: contact center, CCaaS, Amazon connect, customer care