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Senior Integration Product Manager

2 months ago

Plano, Texas, United States Resolution Technologies Full time
About the Role

We are seeking a highly skilled Senior Integration Product Manager to join our team at Resolution Technologies. As a key member of our product development team, you will be responsible for defining and bringing to market best-of-breed products and supporting all integrations between ACD and WFM Solutions.

Key Responsibilities
  • 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 and business justification for product enhancements
  • Contribute to market research in collaboration with industry experts as well as new and existing customers to build roadmap items
  • Partner with engineering to evaluate and select new technology for the integration methods
  • Respond to inquiries from sales and customers and evangelize current and future product functionality
  • Proactively seek feedback from stakeholders, customers, and partners to define and prioritize features
  • Be a champion for the team and communicate roadmap to key internal stakeholders to procure buy-in
  • Facilitate collaborative meetings to research and document product development ideas and concepts with cross-functional teams
  • Work cross-functionally to define target pricing and go-to-market strategy
  • Own the product life cycle from strategic planning to execution
  • Participate and assist in go-to-market planning, collaborating with all stakeholders in execution
  • Follow agile process with engineering:
    • Gather requirements, facilitate reviews, and attend meetings with business stakeholders, domain experts, and technical architects
    • Build, document, and execute epics, user stories, use cases, test scenarios, and test cases
    • Ensure accuracy and completeness of requirements, analysis, and specification deliverables
    • Facilitate productive interaction between domain experts and technical resources
    • Participate in the analysis and validation of solution specifications
  • Facilitate a trade-off analysis as it relates to scope, complexity, and time-to-market
  • Ensure CSAT and value realization of products
  • Perform other duties as assigned
  • Follow the company Code of Ethics and policies and procedures at all times
  • Communicate in an effective and professional way with customers in and outside of the company
Requirements
  • 5+ years of WFM and Contact Center knowledge and experience required, preferably with ACD/Omnichannel
  • Strong knowledge of software integration methods preferred
  • 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
  • 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
  • Enterprise (B2B) software product management experience preferred
  • Strong technical skills and ability to partner with engineering and other cross-functional teams regarding architecture and feature functionality decisions and initiatives
  • Demonstrated success defining and launching contact center processes
  • Excellent communication and interpersonal skills
  • Thorough understanding of the competitive landscape to appropriately define and position products and services
  • Experience effectively using influence, negotiation, and relationship building techniques to drive product decisions and effective execution
  • Current on technology trends, competitive data, and market innovation within the enterprise software industry
  • Use of SQL query language for analysis purposes
  • Knowledge of Jira and Confluence preferred
  • Ability for occasional business travel required
  • BA or BS is required; MBA strongly preferred
  • Computer Science or related technical degree preferred