Product Manager

Job Title: Digital/Technical Product ManagerLocation: Plano, TexasType: Full Time Our Client is seeking a Digital/Technical Product Manager to join their Contact Center Technologies team. In this role, you will take ownership of key product initiatives, collaborating with engineering, design, and business stakeholders to define strategy and deliver solutions that enhance the customer and agent experience. You will manage product backlogs, define requirements, and ensure the successful delivery of high-quality digital and technology products.Key Responsibilities:Leverage research, business intelligence, and data-driven insights to identify opportunities, propose solutions, and drive product roadmaps.Translate customer needs and business requirements into actionable initiatives, including features and requirements.Manage the full lifecycle of digital and technology products, from ideation to market validation, in collaboration with cross-functional teams.Develop business cases and project scopes, generating insights to inform product strategy and improve performance.Build strong stakeholder relationships to understand current and future business needs.Prepare and deliver presentations and communications to convey complex concepts to diverse audiences.Monitor industry trends and best practices to optimize product effectiveness.Ensure risk management and compliance protocols are effectively applied.Qualifications:Bachelor’s degree or equivalent experience.4+ years of experience in Digital or Technology Product Management, including strategy, innovation, user experience, process engineering, analytics, or research/testing.Knowledge of Agile methodology.Strong communication and influencing skills to effectively present business decisions.Preferred Experience:Familiarity with contact center technologies such as IVR, ACD, WFM, QA, coaching, and call recording systems.Experience leading integration and development efforts using SDLC, DevOps, and SRE practices.Ability to troubleshoot technical challenges in contact center operations.Skilled at developing data-driven business cases and participating in vendor selection (RFI/RFP).Understanding of data privacy and security protocols for sensitive customer information.Benefits:Comprehensive medical, dental, and vision plans401(k) plan and pension programLife insurance coverageParental benefits and adoption assistancePaid time off program, including paid holidays16 paid volunteer hoursVarious wellness programsCareer path planning and continuing education support