The Sr. Product Manager, Contact Center Platform leads product development for Voice / Contact Center platform within CS Client Care as well as the related Digital & AI solutions in support of CS Client Care Transformation initiative
- Define product roadmap and requirements based on Client Care servicing lines of business strategy
- Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
- Establish detailed epics, well-formed features, user stories and acceptance criteria
- Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
- Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
- Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
- Review and approve development work completed by the Technology team
- Manage post-release metrics and gather operations teams feedback, insights and enhancements
- Track, measure and report the resulting value & benefit realization
- Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
- Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.