Product Manager
ACL Digital
Job Description
Title: Product Manager, Customer Service Location: Austin, TX (Hybrid 3days onsite) Duration: Long Term Description We are seeking a dynamic and experienced Senior Technical Analyst to drive the strategy and execution for our customer service platform for M&A initiatives, with a strong emphasis on Artificial Intelligence. You will be at the forefront of innovation, defining how we leverage AI and automation to create seamless, intelligent, and efficient customer experiences. Required Qualifications 5+ years of experience as a Product Manager, with a focus on enterprise B2B or B2C software.
Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud . This includes a deep understanding of its routing, IVR, Chatbot and API capabilities. Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies.
Deep understanding of core contact center operations, agent workflows, and key performance metrics (e.g., AHT, CSAT, FCR). #J-18808-Ljbffr