Product Manager (only CA Location) (only w2 )

We are seeking an experienced Product Manager with 6-8 years of experience to drive the end-to-end delivery of Integrated Customer Experience (CX) solutions across contact center platforms. The ideal candidate will have strong expertise in Contact Center as a Service (CCaaS) environments, preferably with Amazon Connect, and a proven ability to translate business requirements into scalable product solutions. This role will be responsible for product strategy, backlog management, stakeholder collaboration, and delivering customer and agent experience enhancements within an Agile environment. Key Responsibilities
Product Strategy & Vision
Define and execute product vision, strategy, and roadmap for integrated customer experience solutions.
Align product initiatives with business objectives, customer needs, and organizational goals.
Identify opportunities to improve customer and agent experiences across contact center platforms.
Requirements Gathering & Solution Definition
Work closely with business stakeholders to understand and translate requirements into scalable product solutions.
Define product features, epics, and user stories with clear business value and acceptance criteria.
Collaborate with technical teams to ensure product requirements are feasible and aligned with architecture standards.
Product Backlog Management
Own and prioritize the product backlog based on customer impact, business priorities, and technical considerations.
Continuously refine backlog items and ensure development teams have well-defined requirements.
Balance competing priorities to maximize business value delivery.
Cross-Functional Collaboration
Partner with engineering teams, UX designers, architects, operations teams, and stakeholders to drive successful product delivery.
Coordinate with customer support and business teams to improve customer engagement solutions.
Facilitate communication and alignment across teams.
Agile Product Delivery
Operate within Agile frameworks and participate in:
Sprint Planning
Backlog Grooming
Sprint Reviews
Retrospectives
Ensure timely delivery and continuous improvement of product capabilities.
Contact Center & Customer Experience Solutions
Support and optimize CCaaS and customer engagement platforms.
Work with solutions involving:
Amazon Connect
Omnichannel customer engagement
Agent workflows
Customer journey optimization
Drive initiatives that improve operational efficiency and customer satisfaction.
Required Qualifications
6-8 years of experience in Product Management or related roles.
Strong experience delivering Customer Experience (CX) and Contact Center solutions.
Experience with CCaaS platforms, preferably Amazon Connect.
Proven experience in:
Product roadmap development
Product backlog management
User story creation
Agile delivery methodologies
Strong understanding of customer and agent experience design.
Experience working with cross-functional Agile teams.
Excellent stakeholder management and communication skills.