What are the responsibilities and job description for the Senior Product Manager position at DATAECONOMY?
Job Title: Product Manager - Contact Center Technology
Location: Johnston, RI
Job Type: Full-time
Experience: At least 10 yrs
Job Summary:
We are seeking a highly skilled Product Manager with expertise in Contact Center Technologies to lead and drive strategic initiatives. The ideal candidate will have a strong background in AWS Connect, Cisco Contact Center, and related telephony platforms. This role requires experience in Business Analysis (BA), Agile methodologies (Scrum Master), user story creation, requirement gathering, and implementation of contact center solutions.
Key Responsibilities:
Program & Project Management:
- Lead and manage large-scale contact center technology programs across multiple teams.
- Define program objectives, scope, milestones, and deliverables in collaboration with stakeholders.
- Drive execution, track project status, mitigate risks, and resolve issues efficiently.
- Coordinate with cross-functional teams, including engineering, product, operations, and vendors.
- Ensure successful implementation of AWS Connect, Cisco Contact Center, and other telephony solutions.
Business Analysis & User Story Development:
- Gather business requirements and translate them into technical specifications and user stories.
- Collaborate with product owners, engineers, and stakeholders to prioritize features.
- Define and document functional and non-functional requirements for contact center solutions.
- Ensure the alignment of technology solutions with business needs and customer experience goals.
Agile & Scrum Master Responsibilities:
- Facilitate Scrum ceremonies (Daily Stand-ups, Sprint Planning, Retrospectives).
- Coach and mentor teams on Agile best practices.
- Remove impediments and drive continuous improvement within Agile teams.
- Track sprint progress and ensure alignment with program goals.
Technical & Implementation Expertise:
- Oversee deployment and integration of AWS Connect, Cisco Contact Center, IVR, CTI, and omnichannel solutions.
- Collaborate with IT and DevOps teams to ensure secure and scalable architectures.
- Ensure compliance with regulatory and security standards in contact center operations.
Required Skills & Qualifications:
- 5 years of experience in Program Management, Business Analysis, or Scrum Master roles.
- Strong experience with AWS Connect, Cisco Contact Center, Genesys, or similar contact center solutions.
- Hands-on experience in user story writing, backlog grooming, and Agile frameworks (Scrum/Kanban).
- Knowledge of contact center technologies, IVR, CTI, AI/Chatbots, and workforce management solutions.
- Experience managing vendor relationships and third-party integrations.
- Strong communication, leadership, and stakeholder management skills.
- Preferred Certifications: PMP, CSM, SAFe Agile, AWS Cloud Practitioner.
