What are the responsibilities and job description for the Product Manager with AI and Customer Support position at IPS Technology Services?
Role: Product Manager with AI and Customer Support project experienceLocation: San Jose, CA (Hybrid)Duration: 12 MonthsMust have:Product manager / Business Systems Analyst experience – 3 yearsAI solutions/ Chatbots/ PhonesChat/ Amazon connect/ Genesyss experience– 3 yearsCustomer care/support function experience – 3 yearsSDLC and Scrum methodologies experience/knowledge mandatoryEducation – mandatory minimum education BS/MS in IT/CS or related IT fieldRequirements:Degree/Major: BS/MS Information Systems, Computer Science and/or related discipline5 years of overall IT experience. 3 years as a Product Manager/BSA in a similar environment3 years supporting customer care-related functions.Have 3 years of experience configuring and managing systems like Phones, Chat, chatbots, and AI Solutions. Experience in Amazon Connect, Genesys, or LivePerson would be preferable.Ability to communicate effectively and experience in documenting requirements and specifications are essential.Self-motivated and proven ability to work creatively and analytically in a problem-solving environment.Ability to balance multiple tasks/priorities, consistently meeting deadlines.Knowledge of SDLC and Scrum methodologies.Ability to build and manage cross-functional relationships.Responsibilities:First, be a customer advocate. See every problem and our solutions through the eyes of our customers, whether internal or external.Understand and translate the business strategy, business goals, and business processes into an IT solution.Research, analyze, and recommend solutions that meet the business needs for new projects.Analyze business requirements, explore and evaluate various options, configure the application to meet requirements, and coordinate testing with QA and User acceptance testers.Translate business architecture through the elicitation and definition of functional requirements.Produce system documentation and data flows.Quickly identify a problem and the resources required to resolve; take ownership and drive the problem to resolution.Develop business specifications for application development or enhancements and be the key interface between users and engineers.Provide level 3 end user support as called upon by the Production Support Team.Manage requirements volatility, integrity, and continuity via change management and reprioritization, as well as work closely with Release Management.Use structured and disciplined approaches to solving technical problems.
Salary : $55 - $65