Product Manager

Job Requirements/Qualifications

• 5 or more years of experience in technical product management delivering conversational AI and contact center software solutions.

• Proficiency in configuring Amazon Connect and architecting advanced cloud-hosted voice self-service systems.

• Experience with designing intuitive customer journeys, IVR containment trees, and natural language processing applications.

• Experience in guiding the deployment of LLM-powered voice experiences and AI-enabled automated customer interactions.

• Experience with Agile product methodologies including authoring epics, user stories, and managing product backlogs.

• Experience in tracking and optimizing operational contact center metrics including call deflection and first contact resolution.

• Excellent communication and leadership skills to align UX, architecture, compliance, and engineering teams cross-functionally.

Job Responsibilities

• Own and execute the strategic product roadmap for enterprise Amazon Connect voice self-service capabilities.

• Define detailed business requirements, technical user stories, and strict acceptance criteria to drive software sprint cycles.

• Design intuitive customer interaction journeys for next-generation IVR and conversational artificial intelligence experiences.

• Partner with software development and AWS infrastructure engineering teams to successfully deploy robust voice capabilities.

• Guide the seamless integration of large language model (LLM) voice engines into automated customer workflows.

• Drive continuous metrics optimization to systematically improve IVR containment, call deflection, and first contact resolution.

• Manage and prioritize the active product backlog to consistently deliver measurable customer experience (CX) business value.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.