Posted: 08/27/2024 Job Category: Product Manager Job Number: 2907

Job Description

Integration Product Manager (CCaaS, WFM, ACD) Career Opportunity
As a Senior Integration Product Manager, you will define and bring to market best of breed products and support all integrations between ACD and WFM Solutions. You will translate business use cases into technical requirements in an agile environment. You will serve as a subject matter expert inside and outside of the company, and facilitate regular customer communication to gather and analyze feedback to incorporate into the product roadmap.

Integration Product Manager (CCaaS, WFM, ACD) Role and Responsibilities

Define technical and feature integration requirements for ACD product features for integration to Workforce Management systems that include interval, real-time, and user sync integrations and schedule display within the CX Agent
Gather customer use cases and business justification for product enhancements
Contribute to market research in collaboration with industry experts as well as new and existing customers to build roadmap items
Partner with engineering to evaluate and select new technology for the integration methods
Respond to inquiries from sales and customers and evangelize current and future product functionality
Proactively seek feedback from stakeholders, customers, and partners to define and prioritize features
Be a champion for the team and communicate roadmap to key internal stakeholders to procure buy-in
Facilitate collaborative meetings to research and document product development ideas and concepts with cross-functional teams
Work cross functionally to define target pricing and go-to-market strategy
Own the product life cycle from strategic planning to execution
Participate and assist in go-to-market planning, collaborating with all stakeholders in execution
Follow agile process with engineering:
- Gather requirements, facilitate reviews, and attend meetings with business stakeholders, domain experts and technical architects
- Build, document, and execute epics, user stories, use cases, test scenarios, and test cases
- Ensure accuracy and completeness of requirements, analysis and specification deliverables
- Facilitate productive interaction between domain experts and technical resources
- Participate in the analysis and validation of solution specifications
Facilitate a trade-off analysis as it relates to scope, complexity and time-to-market
Ensure CSAT and value realization of products
Perform other duties as assigned
Follow the company Code of Ethics and policies and procedures at all times
Communicate in an effective and professional way with customers in and outside of company

Integration Product Manager (CCaaS, WFM, ACD) Required Skills and Qualifications

5+ years of WFM and Contact Center knowledge and experience required, preferably with ACD/Omnichannel
Strong knowledge of software integration methods preferred
Bonus if you have 3 to 5 years of experience with and knowledge of:
- Agile Product Management
- Creating and maintaining a product roadmap
- R&D teams, processes and methodology
Will be very helpful to be able to translate technical requirements to business needs and business needs to technical content as it relates to this integration
Enterprise (B2B) software product management experience preferred
Strong technical skills and ability to partner with engineering and other cross functional teams regarding architecture and feature functionality decisions and initiatives
Demonstrated success defining and launching contact center processes
Excellent communication and interpersonal skills
Thorough understanding of the competitive landscape to appropriately define and position products and services
Experience effectively using influence, negotiation, and relationship building techniques to drive product decisions and effective execution
Current on technology trends, competitive data, and market innovation within the enterprise software industry
Use of SQL query language for analysis purposes
Knowledge of Jira and Confluence preferred
Ability for occasional business travel required
BA or BS is required; MBA strongly preferred
Computer Science or related technical degree preferred

#RT

Job Requirements

Contact Center, CCaaS, WFM, ACD, SaaS, API, Integration

Meet Your Recruiter

Spencer Buko

I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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