Hi,
This is Diksha Chaudhary working with Novia Infotech. We have the below contract job opportunity with one of our direct clients and would like to check if you have any resources available. Please send across the resume of your consultants along with the contact information at the earliest to diksha.c@noviainfotech.com.
Role: Product Manager – CCaaS (Amazon Connect)
Location: San Jose, CA (100% Onsite – Local Candidates Only)
Duration: 12+ Months
Experience Required: 6–8 Years
Description:
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
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Diksha Chaudhary |
E: diksha.c@noviainfotech.com |
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