ALTEN · 3 months ago
Product Manager, Customer Service & AI
Austin, TX
Full-time
Onsite
Senior Level
5+ years expALTEN is a company focused on innovation in customer service technology, and they are seeking a Senior Product Manager to lead their customer service platform with a strong emphasis on Artificial Intelligence. This role involves defining product strategies, integrating AI solutions, and collaborating with cross-functional teams to enhance customer experiences and business efficiency.
Information Technology
Responsibilities
Define and execute a compelling product roadmap for our customer service technology, with a primary focus on AI-powered solutions. This includes chatbots, virtual assistants, agent-assist tools, and intelligent routing
Identify and prioritize opportunities to use AI and machine learning to automate workflows, reduce handle times, and enhance agent productivity. Lead the development and launch of these features, ensuring they align with our strategic goals
Partner with cross-functional stakeholders—including customer service operations, engineering, and data science—to gather and document detailed business requirements. Translate these into clear, actionable user stories and functional specifications for the engineering team
Define and monitor key performance indicators (KPIs) for new features and products, such as CSAT, FCR, AHT, and automation rates. Use a data-driven approach to measure impact, inform product iterations, and report on business outcomes
Serve as the product expert and champion for your domain. Communicate vision, progress, and results to stakeholders at all levels, ensuring alignment and buy-in across the organization
Stay on top of emerging trends in contact center technology, conversational AI, and customer service to inform our long-term product vision
Qualification
Required
5+ years of experience as a Product Manager, with a focus on enterprise B2B or B2C software
Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud. This includes a deep understanding of its routing, IVR, and API capabilities
Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies
Deep understanding of core contact center operations, agent workflows, and key performance metrics (e.g., AHT, CSAT, FCR)
Strong analytical skills with the ability to use data to inform decisions and measure success
Exceptional communication and collaboration skills to work effectively with both technical and non-technical teams
Preferred
Experience with Salesforce Service Cloud or other major CRM platforms
Familiarity with WEM tools (Workforce Engagement Management) and their integration with contact center platforms
Experience working with data visualization tools such as Tableau, Power BI, or similar
A technical background in software development, data science, or a related field
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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