Product Manager – Integrated Customer Experience

San Jose, CA - USA

Monthly Salary: Not Disclosed

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Product Manager Integrated Customer Experience (ICX) / CCaaS

Location: San Jose CA (Onsite)

Experience : 15 Years required

About the Role

We are looking for a Product Manager Integrated Customer Experience (ICX) to help define deliver and enhance customer and agent experiences across phone chat and contact center platforms. This role will focus on CCaaS solutions with a strong emphasis on Amazon Connect working closely with Business IT Engineering and Operations teams in a fast-paced enterprise environment.

What Youll Do

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.

What You Bring

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.

Nice to Have

CRM integration experience
Enterprise-scale CX or ICX platform experience
Familiarity with Jira Confluence or similar tools

Product Manager Integrated Customer Experience (ICX) / CCaaS Location: San Jose CA (Onsite) Experience : 15 Years required About the Role We are looking for a Product Manager Integrated Customer Experience (ICX) to help define deliver and enhance customer and agent experiences across phon...