Job Title: Contact Center Product Manager
Location: Manhattan, NY /Dallas, TX
Duration: 12 Months Contract
Overall: 8+ years
Minimum of ~5 years in contact center product management, Amazon Connect/ Genesys/ Avaya experience preferred
Role Overview:
The Contact Center Product Manager owns the translation of business requirements into detailed call flows and manages the creation of all related requirement artifacts. This role works closely with the implementation team to ensure clarity, seamless execution, and validation of call center solutions.
Key Responsibilities:
• Translate business requirements into detailed call flows, ensuring an excellent customer experience.
• Develop comprehensive requirement artifacts, including toll-free numbers (TFN), welcome messages, prompt messages, HOOPs (Hand-Off Operational Procedures), citations, and other relevant documentation.
• Collaborate regularly with the implementation team to clarify and refine requirements.
• Validate implementation outcomes against defined requirements to ensure quality and functionality.
• Drive continuous improvement in call flow design and documentation processes.
• Manage project timelines and stakeholder communications related to product release and updates.
Qualifications:
• Proven experience in contact center technologies and operations.
• Strong background in designing and managing call flows.
• Experience with Amazon Connect preferred; alternatively, proficiency in Genesys or Avaya platforms is acceptable.
• Excellent written and verbal communication skills for clear documentation and team interaction.
• Detail-oriented with strong problem-solving abilities.