Hiring for Product Manager for San Jose, CA (Local Candidates Only)

Hi,

Job Title: Product Manager – CCaaS (Amazon Connect)

Location: San Jose, CA (100% Onsite – Local Candidates Only)

Duration: 12+ Months

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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.

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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.

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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.

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Preferred Skills:

• Experience with Genesys, RingCentral, or LivePerson
• Exposure to AI-driven customer experience solutions
• Familiarity with analytics and reporting for contact center platforms

 

Thanks & Regards

Shrey Sharma

Sr. Technical Recruiter

E: shrey.s@noviainfotech.com

LinkedIn: https://www.linkedin.com/in/shrey-sharma-322992370/
Novia Infotech, 4421 Avenida Ln, McKinney, TX, 75070, www.noviainfotech.com

 

 

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