Job Description

Digital Product Manager – Contact Center Technology & AI Servicing

Locations: Tampa, FL : San Antonio, TX : Plano,TX
Duration: Contract-to-Hire
Client Industry: Financial Services / Insurance
Job ID: U5AAJP00016899
Competitive Rate (up to $80-83/hr)

Position Overview

Seeking a senior-level Product Manager / Project Manager to lead the strategy, roadmap, delivery, and performance optimization of contact center and servicing technologies. This role will focus on enhancing both member/customer and agent experiences across voice, digital-assisted, and omnichannel servicing platforms.

The ideal candidate will possess deep expertise in contact center technology, customer servicing operations, digital transformation, AI-driven servicing capabilities, and product management within highly regulated environments.

Key Responsibilities

Product Strategy & Roadmap

• Define and execute product vision, strategy, and multi-year roadmaps for contact center technologies and servicing platforms.
• Identify opportunities to improve customer and agent experiences through technology innovation and operational improvements.
• Leverage customer feedback, operational metrics, call analytics, and agent insights to prioritize initiatives.
• Evaluate industry trends and emerging technologies including AI-assisted servicing, intelligent automation, conversational AI, and intelligent routing.

Contact Center Experience Ownership

• Drive enhancements across voice and digital-assisted servicing journeys.
• Improve agent desktop experiences, workflows, and productivity tools.
• Reduce customer friction points such as repeat calls, transfers, and inefficient service processes.
• Partner with UX, Operations, and Technology teams to optimize end-to-end servicing experiences.

Delivery & Execution

• Lead cross-functional Agile teams responsible for delivering contact center technology enhancements.
• Translate business and operational requirements into product features and user stories.
• Coordinate with engineering, operations, training, support, compliance, and business teams.
• Manage complex programs with multiple concurrent initiatives and dependencies.

AI, Automation & Innovation

• Lead initiatives involving:
  • AI-assisted agent tools
  • Agent summarization solutions
  • Intelligent routing
  • Conversational AI
  • Virtual assistants
  • Call deflection technologies
  • Workflow automation
• Evaluate emerging AI technologies and identify opportunities to improve servicing outcomes.
• Partner with engineering teams to deploy scalable and compliant AI solutions.

Analytics & Performance Management

• Define and manage KPIs including:
  • First Call Resolution (FCR)
  • Average Handle Time (AHT)
  • Customer Satisfaction (CSAT)
  • Call Deflection
  • Agent Productivity
  • Operational Efficiency
• Utilize call analytics, speech analytics, and operational reporting to drive continuous improvement.
• Support experimentation through pilots, A/B testing, and iterative product enhancements.

Risk & Compliance

• Ensure adherence to regulatory, legal, and internal governance requirements.
• Balance innovation with operational risk management and compliance standards.
• Partner with Risk, Compliance, and Legal teams throughout the product lifecycle.

Required Qualifications

• 6+ years of Product Management, Product Ownership, Program Management, or Digital Product Leadership experience.
• Experience managing contact center technologies and customer servicing platforms.
• Experience defining product strategy, roadmaps, and execution plans.
• Strong understanding of Agile, Scrum, Lean Product Development, and Lean Portfolio Management.
• Experience working within highly regulated industries such as:
  • Financial Services
  • Banking
  • Insurance
  • Healthcare
• Proven ability to influence senior leadership and cross-functional stakeholders.
• Strong analytical and data-driven decision-making capabilities.

Required Technology Experience

Contact Center Platforms (Non-Negotiable)

• Genesys Cloud
• NICE CXone
• Five9
• Amazon Connect
• Cisco Contact Center
• Avaya
• Talkdesk
• Verint

CRM & Agent Desktop Platforms

• Salesforce Service Cloud
• Microsoft Dynamics
• ServiceNow
• Pega
• Zendesk
• Custom Agent Desktop Platforms

AI & Automation

• Conversational AI
• AI Agent Assist
• AI Summarization
• Intelligent Routing
• Voice Bots
• Chatbots
• Generative AI Solutions
• Contact Center Automation

Analytics

• Speech Analytics
• Call Analytics
• Power BI
• Tableau
• SQL
• Contact Center Reporting Platforms

Preferred Backgrounds

• Financial Services
• Banking
• Insurance
• Contact Center Transformation
• Customer Experience (CX)
• Digital Transformation
• Omnichannel Servicing
• Call Center Modernization
• AI-Enabled Customer Service