Job Description
Role: Product Manager: Integrated Customer Experience (ICX) / CCaaS
Location: San Jose , CA
Duration: 6 Months
About the Role
We are looking for a Product Manager Integrated Customer Experience (ICX) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions, with a strong Client on Amazon Connect, working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.
What You ll Do
Location: San Jose , CA
Duration: 6 Months
About the Role
We are looking for a Product Manager Integrated Customer Experience (ICX) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions, with a strong Client on Amazon Connect, working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.
What You ll Do
- Act as a customer advocate, translating business needs into scalable CCaaS solutions.
- Define and document clear product requirements, user stories, and acceptance criteria.
- Own and manage the product backlog, including prioritization, grooming, and sprint planning.
- Partner with Engineering, QA, and business teams on delivery, UAT, bug review, and RTB enhancements.
- Drive feature enhancements and operational improvements across Amazon Connect based platforms.
- Produce and maintain system documentation, data flows, and functional designs.
- Quickly identify issues, assess impact, determine required resources, and take ownership to drive resolution end to end.
- Provide Level 3 end-user support as needed in partnership with the Production Support team.
- Support service management activities, including incident triage, change management, and release coordination.
- Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.
- 6 years of IT experience, with 4 years as a Product Manager.
- Experience supporting contact center or customer care technologies (phone, chat, chatbots, AI, Email).
- Hands-on experience with CCaaS platforms, preferably Amazon Connect (Genesys, Ring Central or LivePerson a plus).
- Strong experience writing user stories, functional requirements, and acceptance criteria.
- Solid understanding of Agile/Scrum methodologies.
- Excellent communication, problem-solving, and stakeholder management skills.
- Ability to thrive in a fast-paced environment with changing business requirements.
- CRM integration experience
- Enterprise-scale CX or ICX platform experience
- Familiarity with Jira, Confluence, or similar tools
Numbers & Facts
| Location | Cupertino, CA |
| Industry | Other/Not Classified |
| Salary | $50–$55 Per Hour |
| Company Size | 100 to 499 employees |
| Year Founded | 1998 |
| Website | www.eteaminc.com |
About Company
Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.
Skills
- Acceptance Testingunmatched
- Agile Programming Methodologiesunmatched
- Artificial Intelligence (AI)unmatched
- Atlassian JIRAunmatched
- Backlog Prioritizationunmatched
- CRM Integrationunmatched
- Call Centersunmatched
- Change Managementunmatched
- Communication Skillsunmatched
- Conversation Engineunmatched
- Customer Experienceunmatched
- Customer Support/Serviceunmatched
- Design Flowsunmatched
- Documentationunmatched
- Genesys Solutionsunmatched
- Help Deskunmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Information Technology & Information Systemsunmatched
- Negotiation Skillsunmatched
- Operational Improvementunmatched
- Problem Solving Skillsunmatched
- Product Backlogunmatched
- Product Managementunmatched
- Product Requirements Document (PRD)unmatched
- Production Supportunmatched
- Quality Assuranceunmatched
- Scrum Project Management and Software Developmentunmatched
- Sprint Planningunmatched
- Structured Dataunmatched
- Systems Maintenanceunmatched
- Technical/Engineering Designunmatched
- Writing Skillsunmatched
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