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2 months ago
We are seeking a highly skilled Senior Product Manager to lead the development of our API integration solutions for Workforce Management systems. As a key member of our team, you will be responsible for defining and bringing to market best-of-breed products that meet the evolving needs of our customers.
Key Responsibilities:- Technical Leadership: Define technical and feature integration requirements for ACD product features for integration to Workforce Management systems, including interval, real-time, and user sync integrations and schedule display within the CX Agent.
- Customer Engagement: Gather customer use cases and business justification for product enhancements, and facilitate regular customer communication to gather and analyze feedback to incorporate into the product roadmap.
- Market Research: Contribute to market research in collaboration with industry experts and new and existing customers to build roadmap items.
- Engineering Partnership: Partner with engineering to evaluate and select new technology for the integration methods.
- Customer Support: Respond to inquiries from sales and customers and evangelize current and future product functionality.
- Product Roadmap: Proactively seek feedback from stakeholders, customers, and partners to define and prioritize features, and be a champion for the team and communicate roadmap to key internal stakeholders to procure buy-in.
- Collaboration: Facilitate collaborative meetings to research and document product development ideas and concepts with cross-functional teams.
- Go-to-Market Strategy: Work cross-functionally to define target pricing and go-to-market strategy.
- Product Life Cycle: Own the product life cycle from strategic planning to execution.
- Agile Process: Participate and assist in go-to-market planning, collaborating with all stakeholders in execution, and follow agile process with engineering.
- Experience: 5+ years of WFM and Contact Center knowledge and experience required, preferably with ACD/Omnichannel.
- Skills: Strong knowledge of software integration methods preferred, and 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.
- Technical Skills: 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.
- Education: BA or BS is required; MBA strongly preferred, and Computer Science or related technical degree preferred.