Hi,
ONLY Local Candidates to CA
Job Title: Product Manager – CCaaS (Amazon Connect)
Location: San Jose, CA (100% Onsite – Local Candidates Only)
Job Summary:
We are looking for an experienced Product Manager to lead end-to-end delivery of Integrated Customer Experience solutions across contact center platforms. The ideal candidate will have strong expertise in CCaaS platforms (preferably Amazon Connect) and a proven ability to translate business needs into scalable, customer-centric solutions in an Agile environment.
Key Responsibilities:
- Act as a customer advocate, translating business needs into scalable CCaaS solutions.
- Define and document product requirements, user stories, and acceptance criteria.
- Own and manage the product backlog, including prioritization, grooming, and sprint planning.
- Collaborate with Engineering, QA, and business teams on delivery, UAT, bug fixes, and enhancements.
- Drive feature enhancements and operational improvements across Amazon Connect-based platforms.
- Maintain system documentation, including data flows and functional designs.
- Identify issues, assess impact, and lead resolution efforts end-to-end.
- Provide Level 3 support in collaboration with Production Support teams.
- Support service management activities such as incident triage, change management, and release coordination.
- Communicate effectively with stakeholders and manage priorities using data-driven decision-making.
Required Skills & Qualifications:
- 6+ years of overall IT experience, with 4+ years as a Product Manager.
- Hands-on experience with CCaaS platforms, preferably Amazon Connect.
- Experience with contact center technologies:
- Voice/Telephony
- Chat / Chatbots
- Email / Customer support systems
- Strong experience in writing user stories, functional requirements, and acceptance criteria.
- Solid understanding of Agile/Scrum methodologies.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to work in a fast-paced, dynamic environment.
Preferred Skills:
- Experience with Genesys, RingCentral, or LivePerson
- Exposure to AI-driven customer experience solutions
- Familiarity with analytics and reporting for contact center platforms
|
Arjun BHATT |
E: arjun.b@noviainfotech.com M: (972) 961 2004 Linkedin: linkedin.com/in/arjun-bhatt-3a86001b5 |
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