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About the Role and the Team:
We are seeking a Technical Product Manager (TPM) to lead the strategy, development, and delivery of sophisticated Speech /Text Analytics and Quality Management (QM) solutions for our global customer support operations. In this role, you will act as the bridge between technical teams and business partners managing contact centers, translating operational challenges into scalable, AI-powered solutions. As a Product Manager, you will collaborate closely with data analysts, engineers, UX designers, business partners, and vendor partners to drive initiatives that enhance agent performance, improve customer satisfaction, and uncover insights from unstructured conversational data. You will own products like Genesys Cloud and related analytics/QM platforms, playing a key role in integrating these systems with broader CX technologies. This hands-on, cross-functional role demands technical proficiency, strong product instincts, and the ability to effectively collaborate with engineering, vendors, and business operations teams.
What you will accomplish:
- Define and drive the product roadmap for speech analytics, real-time agent assist, and QM solutions, with an emphasis on technical execution and business value.
- Partner closely with contact center leaders to understand user needs, compliance requirements, and operational workflows.
- Translate business problems into technical requirements, ensuring robust design, integrations, and performance across platforms.
- Lead platform configuration, data model alignment, and vendor collaboration for systems such as Genesys Cloud, CallMiner, and NICE.
- Lead vendor evaluations, contract renewals, and partnerships, ensuring alignment with internal requirements.
- Collaborate with data engineering and analytics teams to ensure speech/text data is actionable and reliable.
- Drive end-to-end solution delivery—from technical planning and integration through deployment and adoption.
- Supervise product performance, manage technical backlogs, and deliver regular updates to business and technical partners.
What you will bring:
- 8+ years of product management experience, with at least 3 years in a technical product role, focusing on contact center technologies such as Speech & Text Analytics and QM tools (e.g., Genesys Cloud, Cresta, NICE, CallMiner).
- Proven understanding of system integrations, APIs, data pipelines, and architecture, with proven track record to gather and translate business requirements into technical specifications.
- Familiarity with NLP, AI/ML concepts, and their application in customer service or voice interactions, along with experience in enterprise SaaS, cloud contact center platforms, or workforce engagement solutions.
- Proficient in SQL, JSON, and data visualisation/reporting tools, comfortable working with various data formats to support analytical needs.
- Excellent communication and partner engagement skills, adept at collaborating across teams to drive product success.
- Experience with Voice of Customer and real time agent assist tools, with a familiarity in AI/ML-powered solutions for improving customer support experiences.
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