ALTEN · 3 months ago
Product Manager – Customer Service
Austin, TX
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expALTEN is seeking an experienced Product Manager – Assisted Service to lead the modernization of their customer service platforms. This role involves transforming legacy contact center systems into a modern Contact Center as a Service (CCaaS) environment, with a focus on product lifecycle management and collaboration with stakeholders to enhance customer and agent experiences.
Information Technology
Responsibilities
Define and maintain the product vision, strategy, and roadmap for assisted service and CCaaS platforms
Align product initiatives with business goals, customer experience objectives, and operational efficiency
Conduct requirements gathering sessions with business, operations, and technology teams
Write and refine user stories, acceptance criteria, and epics to guide development
Manage and prioritize the product backlog in JIRA, ensuring delivery of high-value features
Collaborate closely with engineering teams to drive execution and resolve blockers
Lead the migration of existing contact center platforms to Genesys Cloud CCaaS
Oversee data migration, workflows, call routing, and integrations to ensure seamless adoption
Partner with vendors and IT teams to deliver successful, large-scale deployments
Design and run POCs to validate emerging technologies and prove business value
Drive the integration of AI and automation, including agent-assist, conversational AI, predictive routing, and self-service enhancements
Work with AI/ML teams to embed intelligence into assisted service and agent experiences
Act as the primary liaison between stakeholders and technical teams
Clearly communicate roadmap progress, risks, and dependencies to executives and cross-functional teams
Represent the voice of both customers and agents in product decisions
Qualification
Required
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
CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus
Preferred
Experience in global enterprise-scale or regulated environments
Knowledge of customer journey analytics and advanced workforce engagement solutions
Strong vendor evaluation, partnership, and contract management skills
Company
ALTEN
Alten is high-technology consulting and engineering group. The group's services are supplied to technical departments.
10001+ employees
H1B Sponsorship
ALTEN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (101)
2024 (89)
2023 (76)
2022 (64)
2021 (80)
2020 (69)
Funding
Current Stage
Public CompanyTotal Funding
unknown1999-04-01IPO
Leadership Team
Lesly Mouchnino
UX Designer
Recent News
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