Product Manager

Sr. Product Manager

Our client is seeking a seasoned Senior Product Manager to lead initiatives within their Contact Center Technologies domain. This role is ideal for a strategic thinker with hands-on experience in product management, especially within technical ecosystems supporting call centers. You'll be responsible for driving the discovery, delivery, and performance of digital and technology products that enhance customer and internal user experiences.

This is a high-impact opportunity to shape the future of contact center operations through innovative product strategies, cross-functional collaboration, and data-driven decision-making.

Key Responsibilities:

• Lead product discovery and delivery efforts using human-centered design and agile methodologies.
• Translate customer needs and business goals into actionable product initiatives and roadmaps.
• Collaborate with stakeholders across UX, technology, operations, and marketing to bring products from concept to market.
• Develop business cases and hypotheses to support product initiatives.
• Monitor and report on product performance using KPIs and KRIs.
• Identify opportunities for improvement through data analysis and industry research.
• Communicate complex concepts clearly to both technical and non-technical audiences.
• Stay current on trends and best practices in contact center technologies and digital product management.

Required Qualifications:

Bachelor's degree OR 4 additional years of relevant experience in lieu of a degree.

4+ years of experience in technology product management.

Experience in strategy, planning, innovation, user experience, analytics, or process engineering.

Familiarity with Agile methodology.

Strong communication and stakeholder management skills.

Preferred Qualifications:

• 2+ years of experience managing products within contact center environments.
• Technical understanding of:
• Voice technologies (IVR, call routing, call recording)
• Quality Monitoring (call transcription, QA, coaching)
• Workforce Management systems (e.g., NICE WFM, Genesys Decision tools)
• Experience with SDLC, DevOps, and SRE best practices.
• Prior experience in insurance or financial services contact channels.
• Exposure to AI-driven solutions in contact center environments.
• Portfolio and program management experience.

Tools & Technologies:

Candidates with experience in the following tools and platforms will be highly valued:

• Workforce Management (WFM): NICE WFM, Genesys Decision Tools
• Voice & Call Routing: IVR systems, call recording platforms
• Quality Monitoring: Call transcription tools, QA/coaching platforms
• Agile & DevOps: Jira, Confluence, CI/CD pipelines, SRE frameworks
• AI & Automation: Conversational AI, intelligent routing, predictive analytics
• General Contact Center Technologies: Any platforms supporting member conversation services, contact routing, or performance optimization

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.