Product Manager – Integrated Customer Experience (ICX) / CCaaS

Product Manager – Integrated Customer Experience (ICX) / CCaaSAbout the RoleWe 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 emphasis on Amazon Connect, working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.What You’ll DoAct 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.What You Bring6+ 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.Nice to HaveCRM integration experienceEnterprise-scale CX or ICX platform experienceFamiliarity with Jira, Confluence, or similar tools