What are the responsibilities and job description for the Technical Platform Product Manager position at Tech Firefly?
Tech Firefly is looking for a Technical Platform Product Manager to spearhead the development and management of our innovative tech platform. If you have experience in product management with a strong technical background, we encourage you to apply!
6 Month Position with Possibility of Extension
Responsibilities
- Develop and execute the platform plan, ensuring alignment with the Contact Center and Access Transformation (AT) deployment plan.
- Manage and coordinate activities for the following platforms/products:
- 2Ring / CCX
- CCaaS / Genesys
- Salesforce
- Web Referral Form
- Integrated Reporting
- Organize and lead standing and ad hoc meetings to support platform activities, status updates, and communications.
- Prepare and deliver weekly status reports for stakeholders.
- Identify, track, and manage risks and issues associated with platform deployment.
- Facilitate cross-functional huddles to address challenges and support resolution efforts.
- Coordinate CCaaS and platform design, build, and release activities.
- Plan and reconcile CCaaS and AT deployment activities, ensuring operational readiness and smooth release execution.
- Collaborate with Unified Communications/Slalom teams on:
- Genesys IVR implementation requirements, design, and solutioning.
- Workforce Management implementation requirements, design, and solutioning.
- Rollout of the Genesys application.
- Serve as the OSCAR Salesforce Support Analyst, managing intake and resolution of issues, support requests, and onboarding activities as part of AT deployment.
- Provide support for PDSA (Plan-Do-Study-Act) activities where needed.
- Manage CCaaS solution planning and vendor coordination efforts.
- 7 years of proven experience in platform deployment, product management, or related roles.
- Familiarity with CCaaS, Genesys, Salesforce, and integrated reporting systems.
- Strong organizational and communication skills, with the ability to lead meetings and prepare detailed status reports.
- Demonstrated ability to manage risks, issues, and cross-functional collaboration effectively.
- Experience with Unified Communications, IVR, and Workforce Management solutions is a plus.
