Information Technology Project Manager

Job Title: Information Technology Project Manager
Location: Palo Alto, CA
Employer: 4Consulting, Inc
Position Type: Full Time
Worksite: Onsite

Position Summary

4Consulting, Inc is seeking a qualified Information Technology Project Manager to support technology consulting, application development, systems analysis, testing, data management, cybersecurity, infrastructure, or project delivery services for client projects. The selected candidate will perform duties consistent with the client’s project requirements and company delivery standards.

Essential Duties and Responsibilities

The candidate will be responsible for:

Gather and analyze business and customer needs, translating them into product requirements, user stories, functional specifications, and acceptance criteria for customer experience platforms.

Manage product backlogs, prioritize enhancements, coordinate backlog grooming and sprint planning, and collaborate with engineering, QA, business, and operations teams to support timely delivery.

Coordinate feature enhancements, user acceptance testing, defect reviews, and operational improvements while maintaining system documentation, functional designs, and data flows.

Coordinate issue resolution and operational support activities, including Level 3 escalations, incident triage, change management, and release coordination, while communicating delivery priorities and impacts to stakeholders.

Minimum Qualifications

The position requires:

Education:

Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field, or equivalent combination of education and experience.

Experience:

2+ years of IT experience, including at least 1 year as a Product Manager. Experience supporting contact center or customer care technologies, managing product requirements, and coordinating Agile delivery and operational support activities.

Technical Skills:

Amazon Connect, CCaaS Platforms, Contact Center Technology, Product Backlog Management, User Stories, Acceptance Criteria, Agile/Scrum, User Acceptance Testing, Jira, CRM Integration

Business / Domain Skills:

Experience supporting enterprise Integrated Customer Experience (ICX) and customer care environments across voice, chat, email, chatbots, and other customer service channels.

Experience managing customer-facing technology initiatives involving contact center operations, agent workflows, customer interactions, and service delivery improvements.

Experience analyzing business requirements and stakeholder needs and translating them into product requirements, functional specifications, delivery priorities, and system enhancements.

Experience coordinating enterprise technology initiatives across requirements, development, testing, implementation, production support, and release management while collaborating with business, engineering, QA, and operations stakeholders.

Communication:

Ability to communicate with technical and business stakeholders.

Documentation:

Ability to prepare project documentation, status updates, and deliverables.

Work Authorization:

Must be legally authorized to work in the United States. Sponsorship may be considered where permitted by company policy and project requirements.

Certification Required

None

Travel Required

None

Supervisory Role

No

Preferred Qualifications

Experience with Amazon Connect; familiarity with Genesys, RingCentral, or LivePerson is beneficial.

Experience integrating contact center platforms with CRM systems and other enterprise applications.

Familiarity with Jira, Confluence, Agile/Scrum practices, and cross-functional technology delivery.

Equal Employment Opportunity Statement

4Consulting, Inc is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, citizenship status, immigration status where protected by law, or any other legally protected status. All candidates will be evaluated based on job-related qualifications, experience, skills, availability, and ability to perform the essential duties of the position.