Product Manager â Call Center Modernization
Product Manager â Call Center Modernization
Posted on :
07-09-2025
Employer Active
1 Vacancy
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Job Description
Fusion HCR is hiring!
Job Title: Product Manager Call Center Modernization
Location: Las Vegas NV (Onsite)
Employment Type: Full-time Direct Hire
Job Summary
We are seeking a forward-thinking Product Manager to lead the modernization of our clients call center. This individual will transform the call center into a future-ready AI-powered service hub by implementing Microsoft Dynamics integrating APIs across multiple reservation and guest systems and leveraging AI/ML to improve both guest and agent experiences.
Key Responsibilities
Qualifications
Job Title: Product Manager Call Center Modernization
Location: Las Vegas NV (Onsite)
Employment Type: Full-time Direct Hire
Job Summary
We are seeking a forward-thinking Product Manager to lead the modernization of our clients call center. This individual will transform the call center into a future-ready AI-powered service hub by implementing Microsoft Dynamics integrating APIs across multiple reservation and guest systems and leveraging AI/ML to improve both guest and agent experiences.
Key Responsibilities
- Own the roadmap for call center modernization including Microsoft Dynamics implementation and API integration strategy.
- Define use cases that enhance agent productivity (unified profiles cross-system booking access guest preferences) and guest experience.
- Partner with AI/ML teams and vendors to design and launch intelligent chatbots and knowledge bases for both guest self-service and internal training.
- Collaborate with call center operations leadership to define requirements and measure success (AHT NPS/CSAT containment rates cost savings).
- Ensure alignment of call center experiences with digital product teams (web mobile and in-person guest journeys).
- Support transition planning training and adoption of Dynamics across hotel spa dining casino and nightlife operations.
- Drive continuous improvement using analytics feedback loops and automation opportunities.
Qualifications
- 46 years of product management or digital transformation experience ideally within customer service contact centers or enterprise platforms.
- Experience with Microsoft Dynamics Salesforce or similar CRM/contact center platforms.
- Knowledge of API integrations and ability to collaborate with engineering for multi-system orchestration.
- Familiarity with AI/ML tools for knowledge bases chatbots and NLP.
- Strong stakeholder management skills across operations IT and product teams.
- Analytical and outcome-oriented with experience defining and tracking service metrics (AHT FCR CSAT).
- Excellent communication skills for executive operational and vendor collaboration.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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