Senior Product Manager

3 weeks ago

Plano, Texas, United States Resolution Technologies Full time
Senior Product Manager (API Integration)

As a Senior Product Manager at Resolution Technologies, you will play a key role in defining and bringing to market best-of-breed products and supporting all integrations between ACD and WFM Solutions. You will translate business use cases into technical requirements in an agile environment, serving as a subject matter expert inside and outside the company. Your responsibilities will include facilitating regular customer communication to gather and analyze feedback to incorporate into the product roadmap.

Key Responsibilities:
  • Define Technical and Feature Integration Requirements: 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: Gather customer use cases and business justification for product enhancements.
  • Contribute to Market Research: Contribute to market research in collaboration with industry experts as well as new and existing customers to build roadmap items.
  • Partner with Engineering: Partner with engineering to evaluate and select new technology for the integration methods.
  • Respond to Inquiries: Respond to inquiries from sales and customers and evangelize current and future product functionality.
  • Proactively Seek Feedback: Proactively seek feedback from stakeholders, customers, and partners to define and prioritize features.
  • Communicate Roadmap: Be a champion for the team and communicate roadmap to key internal stakeholders to procure buy-in.
  • Facilitate Collaborative Meetings: Facilitate collaborative meetings to research and document product development ideas and concepts with cross-functional teams.
  • Work Cross-Functionally: Work cross-functionally to define target pricing and go-to-market strategy.
  • Own Product Life Cycle: Own the product life cycle from strategic planning to execution.
  • Participate in Go-to-Market Planning: Participate and assist in go-to-market planning, collaborating with all stakeholders in execution.
  • Follow Agile Process: Follow agile process with engineering: gather requirements, facilitate reviews, and attend meetings with business stakeholders, domain experts, and technical architects.
Requirements:
  • 5+ Years of WFM and Contact Center Knowledge: 5+ years of WFM and Contact Center knowledge and experience required, preferably with ACD/Omnichannel.
  • Strong Knowledge of Software Integration Methods: Strong knowledge of software integration methods preferred.
  • Bonus Requirements: 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.
  • Enterprise Software Product Management Experience: Enterprise (B2B) software product management experience preferred.
  • Strong Technical Skills: Strong technical skills and ability to partner with engineering and other cross-functional teams regarding architecture and feature functionality decisions and initiatives.
  • Demonstrated Success: Demonstrated success defining and launching contact center processes.
  • Excellent Communication and Interpersonal Skills: Excellent communication and interpersonal skills.
  • Thorough Understanding of Competitive Landscape: Thorough understanding of the competitive landscape to appropriately define and position products and services.
  • Experience with SQL Query Language: Experience effectively using influence, negotiation, and relationship building techniques to drive product decisions and effective execution.
  • Knowledge of Jira and Confluence: Knowledge of Jira and Confluence preferred.
  • Ability for Occasional Business Travel: Ability for occasional business travel required.
  • BA or BS Required: BA or BS is required; MBA strongly preferred.
  • Computer Science or Related Technical Degree: Computer Science or related technical degree preferred.

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