Senior Project Manager / Product Manager – Contact Center Technology & AI Servicing
United States of America
Full Time
3 weeks ago
$80 - $100 USD
H1B Sponsor Likely
Key skills
Product ManagementProgram ManagementDigital Product LeadershipContact Center TechnologiesCustomer Servicing PlatformsAgileScrumLean Product DevelopmentLean Portfolio ManagementGenesys CloudNICE CXoneFive9Amazon ConnectCisco Contact CenterAvayaTalkdeskVerintSalesforce Service CloudMicrosoft DynamicsServiceNowPegaZendeskConversational AIAI Agent AssistAI SummarizationIntelligent RoutingVoice BotsChatbotsGenerative AI SolutionsContact Center AutomationSpeech AnalyticsCall AnalyticsPower BITableauSQLContact Center Reporting PlatformsFinancial ServicesInsuranceHealthcareData-driven Decision MakingInfluencing Senior LeadershipAIGenerative AIAnalyticsBIPerformance OptimizationSalesforceCRMLeadershipRisk ManagementA/B Testing
About this role
Strategic Staffing Solutions is seeking a senior-level Product Manager / Project Manager to lead the strategy, roadmap, delivery, and performance optimization of contact center and servicing technologies. This role will focus on enhancing both member/customer and agent experiences across various servicing platforms.
Responsibilities:
- Define and execute product vision, strategy, and multi-year roadmaps for contact center technologies and servicing platforms
- Identify opportunities to improve customer and agent experiences through technology innovation and operational improvements
- Leverage customer feedback, operational metrics, call analytics, and agent insights to prioritize initiatives
- Evaluate industry trends and emerging technologies including AI-assisted servicing, intelligent automation, conversational AI, and intelligent routing
- Drive enhancements across voice and digital-assisted servicing journeys
- Improve agent desktop experiences, workflows, and productivity tools
- Reduce customer friction points such as repeat calls, transfers, and inefficient service processes
- Partner with UX, Operations, and Technology teams to optimize end-to-end servicing experiences
- Lead cross-functional Agile teams responsible for delivering contact center technology enhancements
- Translate business and operational requirements into product features and user stories
- Coordinate with engineering, operations, training, support, compliance, and business teams
- Manage complex programs with multiple concurrent initiatives and dependencies
- Lead initiatives involving:
- AI-assisted agent tools
- Agent summarization solutions
- Intelligent routing
- Conversational AI
- Virtual assistants
- Call deflection technologies
- Workflow automation
- Evaluate emerging AI technologies and identify opportunities to improve servicing outcomes
- Partner with engineering teams to deploy scalable and compliant AI solutions
- Define and manage KPIs including:
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Call Deflection
- Agent Productivity
- Operational Efficiency
- Utilize call analytics, speech analytics, and operational reporting to drive continuous improvement
- Support experimentation through pilots, A/B testing, and iterative product enhancements
- Ensure adherence to regulatory, legal, and internal governance requirements
- Balance innovation with operational risk management and compliance standards
- Partner with Risk, Compliance, and Legal teams throughout the product lifecycle
Requirements:
- 6+ years of Product Management, Product Ownership, Program Management, or Digital Product Leadership experience
- Experience managing contact center technologies and customer servicing platforms
- Experience defining product strategy, roadmaps, and execution plans
- Strong understanding of Agile, Scrum, Lean Product Development, and Lean Portfolio Management
- Experience working within highly regulated industries such as: Financial Services, Banking, Insurance, Healthcare
- Proven ability to influence senior leadership and cross-functional stakeholders
- Strong analytical and data-driven decision-making capabilities
- Contact Center Platforms (Non-Negotiable): Genesys Cloud, NICE CXone, Five9, Amazon Connect, Cisco Contact Center, Avaya, Talkdesk, Verint
- CRM & Agent Desktop Platforms: Salesforce Service Cloud, Microsoft Dynamics, ServiceNow, Pega, Zendesk, Custom Agent Desktop Platforms
- AI & Automation: Conversational AI, AI Agent Assist, AI Summarization, Intelligent Routing, Voice Bots, Chatbots, Generative AI Solutions, Contact Center Automation
- Analytics: Speech Analytics, Call Analytics, Power BI, Tableau, SQL, Contact Center Reporting Platforms
- Financial Services
- Banking
- Insurance
- Contact Center Transformation
- Customer Experience (CX)
- Digital Transformation
- Omnichannel Servicing
- Call Center Modernization
- AI-Enabled Customer Service