Technical Product Manager / Business Systems Analyst

We are seeking a highly motivated Technical Product Manager / Business Systems Analyst to join our Customer Support Technology Platform Engineering team. This role sits at the intersection of business, product, and engineering, serving as the bridge between customer support operations, product managers, architects, engineering teams, and third-party technology vendors. The ideal candidate will have strong experience delivering modern web-based enterprise applications, managing complex integrations, defining technical product requirements, and driving execution for platform modernization initiatives. This role will help define and deliver next-generation customer support platforms leveraging AI-powered experiences, API-first architectures, workflow orchestration, and unified agent desktop solutions to improve global customer support operations and agent productivity.Location: Austin, TX (Hybrid)Contract Duration: End of the Year (Possible Extension)Rate Range: $40-50/hr on W2Responsibilities:• Drive product ownership for customer support platform modernization initiatives.

• Translate business challenges and operational needs into scalable technical solutions and detailed product requirements.
• Partner with engineering teams to define APIs, workflows, system integrations, and platform capabilities.
• Collaborate with customer support operations, product managers, UX teams, architects, and third-party vendors to deliver unified support experiences.
• Create and manage PRDs, BRDs, user stories, acceptance criteria, functional specifications, MVP definitions, and release plans.
• Lead integration initiatives involving Genesys Cloud, AI-powered platforms, CRM systems, case management platforms, workflow orchestration tools, and internal/external APIs.
• Drive adoption of AI-enabled capabilities such as Agent Assist, Conversational AI, Intelligent Routing, Workflow Automation, and Knowledge Augmentation.
• Work closely with engineering teams on technical feasibility, release management, observability, production support, scalability, platform reliability, and technical debt prioritization.
• Analyze operational data and support workflows to identify optimization opportunities.
• Coordinate delivery and execution across geographically distributed teams.
• Influence roadmap prioritization and platform strategy decisions.
• Conduct feasibility studies and impact analyses, including dependencies across projects and business functions.
• Develop functional specifications, technical requirements, system specifications, data models, and process documentation.Required Qualifications:• 5+ years of experience in Technical Product Management, Business Systems Analysis, or related technical platform roles.
• Strong understanding of modern web-based enterprise application architecture.
• Experience with API-first platforms and integrations, including REST APIs, SOAP, GraphQL, and event-driven systems.
• Strong understanding of distributed systems and enterprise integration patterns.
• Experience integrating third-party enterprise platforms and SaaS solutions.
• Familiarity with AI/LLM ecosystems including OpenAI, AI agent frameworks, conversational AI platforms, and Agent Assist solutions.
• Proven experience creating PRDs, BRDs, functional specifications, and user stories.
• Strong Agile/Scrum delivery experience.
• Experience with SQL and data-driven decision making.
• Strong analytical, troubleshooting, debugging, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to effectively bridge technical and non-technical teams.Required Skills:• Technical Product Management
• Business Systems Analysis
• API Integrations
• REST APIs

• SOAP

• GraphQL
• Event-Driven Architecture
• Agile/Scrum

• SQL

• PRD & BRD Development
• User Story Creation
• Stakeholder Management
• Enterprise Application Architecture
• Distributed SystemsTechnical Skills:• API-First Architecture
• Enterprise Integrations
• SaaS Platform Integrations
• OpenAI & AI Platform Integrations
• CRM & Case Management Systems
• Workflow Orchestration
• Genesys Cloud Integrations
• Data Modeling
• Functional & Technical Specifications
• System Design Documentation
• Release Management
• Observability & Production Support
• Impact Analysis & Feasibility StudiesPreferred Qualifications:• Experience with customer support, contact center, or customer service technologies.
• Hands-on exposure to Genesys Cloud or similar CCaaS platforms.
• Familiarity with unified agent desktop solutions.
• Experience modernizing legacy enterprise applications.
• Knowledge of workflow orchestration and business process automation.
• Experience with AI-assisted tooling and agentic workflows.
• Previous experience as a Software Engineer, QA Engineer, or Technical Architect transitioning into Product Management or Business Analysis.
• Exposure to observability platforms, release management, and production operations.
• Strong systems thinking and platform mindset.Additional Information:• Hybrid position based in Austin, TX.
• Focused on customer support platform modernization and AI-enabled transformation initiatives.
• Requires strong collaboration across business, product, engineering, operations, and vendor teams.
• Ideal candidate thrives in complex enterprise environments with multiple system dependencies and integrations.
• Strong technical depth, attention to detail, and ability to simplify complex business problems are essential.If you meet the required qualifications and are interested in this role, please apply today.

The Solomon Page Distinction Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve. About Solomon Page Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn. Opportunity Awaits.#LI-NC5