Senior Project Manager / Product Manager (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Senior Project Manager / Product Manager (AI): Leading the strategy and delivery of contact center and servicing technologies with an accent on AI-driven capabilities and omnichannel experience. Focus on implementing conversational AI, automating agent workflows, and optimizing operational KPIs in highly regulated financial environments.
Location: Remote
Company
is a professional staffing and services firm specializing in providing high-level talent for complex technical and operational roles.
What you will do
- Define product vision and multi-year roadmaps for contact center technologies and servicing platforms.
- Optimize customer and agent experiences across voice, digital-assisted, and omnichannel platforms.
- Lead cross-functional Agile teams to translate business requirements into product features and user stories.
- Deploy AI solutions including conversational AI, virtual assistants, agent summarization, and intelligent routing.
- Manage and optimize key performance indicators (KPIs) such as FCR, AHT, and CSAT.
- Collaborate with Risk, Compliance, and Legal teams to ensure adherence to regulatory standards.
Requirements
- 6+ years of experience in Product Management, Product Ownership, or Program Management.
- Hands-on experience managing contact center platforms (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect).
- Background working within highly regulated industries such as Financial Services, Banking, or Insurance.
- Strong proficiency in Agile, Scrum, and Lean Product Development.
- Experience with CRM and agent desktop platforms like Salesforce Service Cloud or Microsoft Dynamics.
- Proven ability to influence senior leadership and manage complex programs with multiple dependencies.
Nice to have
- Expertise in Contact Center Transformation and Digital Transformation.
- Experience implementing Generative AI solutions for customer service.
- Proficiency in data analytics tools such as SQL, Power BI, or Tableau.
Culture & Benefits
- Remote work flexibility.
- Contract-to-hire engagement model providing a path to permanent employment.
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