Product Manager

Job Title: Product Manager

Job Location: San Jose, CA

Job Type: Contract

Job Overview:

Pay Range: $60.00hr - $65.00hr

Requirement/Must Have:

• 6+ years of IT experience, with 4+ years as a Product Manager.
• Experience supporting contact center or customer care technologies such as phone, chat, chatbots, AI, or Email.
• Hands-on experience with CCaaS platforms, preferably Amazon Connect.
• Experience with Genesys, Ring Central, or LivePerson is a plus.
• Strong experience writing user stories, functional requirements, and acceptance criteria.
• Solid understanding of Agile/Scrum methodologies.
• Strong verbal and written communication skills.
• Excellent problem-solving and stakeholder management skills.
• Ability to thrive in a fast-paced environment with changing business requirements.
• Experience in ICX (Integrated Customer Experience).
• Experience supporting contact center or customer care technologies.

Responsibilities:

• Act as a customer advocate, translating business needs into scalable CCaaS solutions.
• Define and document clear product requirements, user stories, and acceptance criteria.
• Own and manage the product backlog, including prioritization, grooming, and sprint planning.
• Partner with Engineering, QA, and business teams on delivery, UAT, bug review, and RTB enhancements.
• Drive feature enhancements and operational improvements across Amazon Connect-based platforms.
• Produce and maintain system documentation, data flows, and functional designs.
• Quickly identify issues, assess impact, determine required resources, and take ownership to drive resolution end to end.
• Provide Level 3 end-user support as needed in partnership with the Production Support team.
• Support service management activities, including incident triage, change management, and release coordination.
• Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.

Nice to Have:

• CRM integration experience.
• Enterprise-scale CX or ICX platform experience.
• Familiarity with Jira, Confluence, or similar tools.

Skills:

• Product Management.
• ICX.
• CCaaS.
• Amazon Connect.
• Agile.
• Scrum.
• User Stories.
• UAT.
• Stakeholder Management.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities