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Technical Platform Product Manager

San Francisco, CA, USA

297 Days ago

Job Description


Tech Firefly is looking for a Technical Platform Product Manager to spearhead the development and management of our innovative tech platform. If you have experience in product management with a strong technical background, we encourage you to apply!

6+ Month Position with Possibility of Extension

Responsibilities

  • Develop and execute the platform plan, ensuring alignment with the Contact Center and Access Transformation (AT) deployment plan.
  • Manage and coordinate activities for the following platforms/products:
    • 2Ring / CCX
    • CCaaS / Genesys
    • Salesforce
    • Web Referral Form
    • Integrated Reporting
  • Organize and lead standing and ad hoc meetings to support platform activities, status updates, and communications.
  • Prepare and deliver weekly status reports for stakeholders.
  • Identify, track, and manage risks and issues associated with platform deployment.
  • Facilitate cross-functional huddles to address challenges and support resolution efforts.
  • Coordinate CCaaS and platform design, build, and release activities.
  • Plan and reconcile CCaaS and AT deployment activities, ensuring operational readiness and smooth release execution.
  • Collaborate with Unified Communications/Slalom teams on:
    • Genesys IVR implementation requirements, design, and solutioning.
    • Workforce Management implementation requirements, design, and solutioning.
    • Rollout of the Genesys application.
  • Serve as the OSCAR Salesforce Support Analyst, managing intake and resolution of issues, support requests, and onboarding activities as part of AT deployment.
  • Provide support for PDSA (Plan-Do-Study-Act) activities where needed.
  • Manage CCaaS solution planning and vendor coordination efforts.

Requirements

  • 7+ years of proven experience in platform deployment, product management, or related roles.
  • Familiarity with CCaaS, Genesys, Salesforce, and integrated reporting systems.
  • Strong organizational and communication skills, with the ability to lead meetings and prepare detailed status reports.
  • Demonstrated ability to manage risks, issues, and cross-functional collaboration effectively.
  • Experience with Unified Communications, IVR, and Workforce Management solutions is a plus.

Key Skills Required

Product ManagementCollaborationCommunicationCoordinationDemonstrated AbilityDesignDevelopmentEncourageFacilitateImplementationIntegrated ReportingManagementOnboardingPlatform DesignProvide SupportReportingVendor CoordinationWorkforce Management

Job Overview


Job Function: Other

Job Type: Contract

Workplace Type: Not Specified

Experience Level: Mid-Senior level

Salary: Competitive & Based on Experience

Experience: 7 - 8 yrs

Contact Information


Company Name: Tech Firefly

Recruiting People: HR Department

Website: https://techfirefly.com

Location

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