Product Manager

Overview:

Job Title: Product Manager

Location: San Jose, CA (Onsite) F2F is a must

Experience Required: 4-6 Years

Employment Type: Contract

Role Overview

We are seeking a Product Manager with strong experience in customer care platforms and digital engagement solutions . This role requires close collaboration with business, engineering, and operations teams to define product requirements, manage backlogs, and deliver high-impact customer support solutions across voice, chat, chatbot, and AI-driven platforms.

The ideal candidate combines product ownership, business systems analysis, and customer experience expertise in an Agile environment.

Key Responsibilities

Product & Requirements Management

• Own and manage product requirements for customer care and contact center platforms.
• Elicit, analyze, and document business, functional, and technical requirements.
• Translate business needs into clear user stories, acceptance criteria, and specifications.

Customer Care Technology Enablement

• Support and enhance customer care systems including telephony, chat, chatbots, and AI-based solutions .
• Configure, manage, and optimize platforms such as Amazon Connect, Genesys, or LivePerson (or similar tools).
• Partner with engineering and vendors to deliver scalable and reliable customer engagement solutions.

Agile Delivery & SDLC

• Act as Product Owner/BSA within Agile/Scrum teams.
• Manage product backlogs, prioritize features, and participate in sprint planning, reviews, and retrospectives.
• Ensure timely delivery of features aligned with business priorities and customer experience goals.

Stakeholder Collaboration

• Build and manage strong cross-functional relationships with Engineering, Customer Care, UX, QA, and Operations teams.
• Communicate product vision, requirements, and progress effectively to stakeholders.

Analysis & Continuous Improvement

• Analyze customer care workflows and system performance to identify improvement opportunities.
• Balance multiple priorities while meeting delivery timelines and quality expectations.

Required Qualifications

• Bachelor's degree (BS/MS) in Information Systems, Computer Science, or a related discipline .
• 4-6 years of overall IT experience.
• Minimum 3 years of experience as a Product Manager or Business Systems Analyst in a similar environment.
• At least 3 years supporting customer care or contact center-related functions .
• Hands-on experience configuring and managing phones, chat, chatbots, and AI-based customer engagement systems .
• Strong experience with requirements documentation, process flows, and specifications .
• Solid understanding of SDLC and Agile/Scrum methodologies .

Essential Skills

• Product Management / Business Systems Analysis
• Customer Care & Contact Center Technologies
• Requirements Gathering & Documentation
• Agile / Scrum Delivery
• Stakeholder & Cross-Functional Collaboration
• Analytical Thinking & Problem Solving
• Excellent verbal and written communication skills

Key Competencies

• Self-motivated with the ability to work independently in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities.
• Proven ability to work creatively and analytically to solve complex problems.
• Strong ownership mindset and accountability for product outcomes.