ACL Digital
Job Title: Technical Product Manager – Customer Service (Assisted Service)
Location: Austin, TX (Hybrid 3 days onsite)
Duration: 6+months with possible ext.
Qualifications 10+ years of product management experience in customer service or contact center technology. Genesys Cloud CCaaS expertise is required (must-have). Strong background in contact center modernization, platform migration, and enterprise integrations. Hands-on experience with requirements gathering, user story writing, and backlog management (JIRA). Proven success in delivering POCs, pilots, and production-scale rollouts. Solid understanding of AI, automation, and analytics in customer service.
Technical Skills CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus. Exposure to Assisted Service Tools: Agent Assist & Agent Desktop Knowledge Base / Knowledge Management Systems Integration with Case Management solution (Salesforce Service Cloud preferred) Workforce Engagement Management (WEM) Applications: Genesys WEM (preferred) Analytics & Reporting AI/Automation
Qualifications 10+ years of product management experience in customer service or contact center technology. Genesys Cloud CCaaS expertise is required (must-have). Strong background in contact center modernization, platform migration, and enterprise integrations. Hands-on experience with requirements gathering, user story writing, and backlog management (JIRA). Proven success in delivering POCs, pilots, and production-scale rollouts. Solid understanding of AI, automation, and analytics in customer service.
Technical Skills CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus. Exposure to Assisted Service Tools: Agent Assist & Agent Desktop Knowledge Base / Knowledge Management Systems Integration with Case Management solution (Salesforce Service Cloud preferred) Workforce Engagement Management (WEM) Applications: Genesys WEM (preferred) Analytics & Reporting AI/Automation