Senior Product Manager – Contact Center & Customer Interaction Technologies

Overview

Senior Product Manager – Contact Center & Customer Interaction Technologies

Location: Indianapolis, IN or San Antonio, TX (Hybrid: Tuesday–Thursday in-office; Monday/Friday remote)

Duration: 6-Month Contract (with potential for extension)

Work Schedule: Standard business hours (8:00 AM – 5:00 PM local time; no shifted hours required)

Position Overview

We are seeking a seasoned, strategic Senior Product Manager to spearhead the evolution of our enterprise customer interaction ecosystem. In this role, you will lead the transformation of our contact center capabilities into an integrated, end-to-end customer journey platform—unifying telephony, voice IVR, intelligent routing, workforce management tools, and interaction analytics.

Partnering directly with Product Leadership and cross-functional technology, operations, and vendor teams, you will hold true strategic ownership over product vision, roadmaps, and business outcomes. This role requires a hands-on strategic leader who moves beyond task-based execution to translate complex customer friction points and operational challenges into high-impact, measurable digital capabilities.

Key Responsibilities

Strategic Product Roadmap & Vision (~50% of Role)

• Product Strategy & Ownership: Own the end-to-end strategy, discovery, and outcome-driven roadmap for core capability areas within our customer interaction suite (e.g., Voice IVR, omnichannel routing, workforce management, interaction analytics, self-service).

• Business Case & Outcomes: Build compelling, data-backed business cases and tie every capability directly to measurable business outcomes, operational efficiency, and customer experience KPIs.

• Discovery & Journey Mapping: Lead discovery initiatives to analyze call drivers, associate workflows, and customer journeys to identify pain points and operational requirements.

• AI & Innovation Enablement: Champion the evaluation and enablement of applied AI capabilities (e.g., call summarization, intelligent interaction insights). Lead proposals and documentation through organizational AI governance boards and committees (e.g., AI/ARRO approval processes).

Product Delivery & Cross-Functional Alignment (~25% of Role)

• Feature Definition & Scoping: Define functional requirements, user stories, customer journeys, business rules, and acceptance criteria in close alignment with business operations and technology partners.

• Backlog Prioritization: Drive backlog refinement and feature prioritization, balancing voice-of-the-customer (VOC) insights, operational capacity, vendor capabilities, and empirical contact center volume metrics.

• Architecture & Vendor Collaboration: Partner with technology architects, internal engineering squads, and enterprise software vendors to ensure seamless integration and feature delivery across cloud communication platforms.

Operational Readiness, Change Management & Governance (~25% of Role)

• Stakeholder Engagement: Serve as the strategic bridge between business operations, associate end-users, IT scrum teams, and executive sponsors.

• Release & Adoption Readiness: Oversee operational readiness, release planning, and change management strategies to ensure smooth frontline adoption across contact center teams.

• Performance Monitoring: Define and track quantitative product KPIs post-launch to validate that delivered solutions achieve anticipated business value.

Qualifications & Experience

Required Experience:

• 10+ years of professional experience, featuring demonstrated senior-level ownership of software products from conception through scaled deployment.

• True Product Ownership: Proven track record of independently owning product strategy, discovery, prioritization, and business cases—not solely managing delivery timelines or executing pre-defined project scopes.

• Contact Center & Telephony Domain Expertise: Hands-on experience developing or modernizing customer interaction platforms, such as Voice IVR, intelligent routing, telephony, self-service applications, workforce management (WFM), or conversational interaction analytics.

• Vendor & Platform Integration: Strong background partnering with third-party platform vendors and cross-functional technical teams to deliver enterprise software solutions.

• Analytical Problem Solving: Ability to leverage interaction data, operational metrics, and call driver volumes to guide strategic product decisions.

Preferred Qualifications:

• Cloud Contact Center Migration: Prior experience supporting enterprise migrations from on-premises contact center infrastructure to modern cloud contact center platforms (specifically Genesys Cloud).

• Applied AI in Customer Care: Familiarity with AI SDLC workflows, conversational AI, speech analytics, or generative AI use cases (such as automated call summarization).

• Financial Services Background: Experience navigating regulated environments such as wealth management, mutual funds, or financial investment tools.

• Agile Credentials: Formal certifications in Product Management or Product Ownership (e.g., CSPO, Pragmatic Institute) are welcome but secondary to proven real-world delivery