What are the responsibilities and job description for the Product Manager – Integrated Customer Experience (ICX) position at Soho Square Solutions?
We are looking for a Product Manager – Integrated Customer Experience (ICX) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions, with a strong emphasis on Amazon Connect, working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.
What You’ll Do
- Act as a customer advocate, translating business needs into scalable CCaaS solutions.
- Define and document clear product requirements, user stories, and acceptance criteria.
- Own and manage the product backlog, including prioritization, grooming, and sprint planning.
- Partner with Engineering, QA, and business teams on delivery, UAT, bug review, and RTB enhancements.
- Drive feature enhancements and operational improvements across Amazon Connect–based platforms.
- Produce and maintain system documentation, data flows, and functional designs.
- Quickly identify issues, assess impact, determine required resources, and take ownership to drive resolution end to end.
- Provide Level 3 end-user support as needed in partnership with the Production Support team.
- Support service management activities, including incident triage, change management, and release coordination.
- Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.
What You Bring
- 6 years of IT experience, with 4 years as a Product Manager.
- Experience supporting contact center or customer care technologies (phone, chat, chatbots, AI, Email).
- Hands-on experience with CCaaS platforms, preferably Amazon Connect (Genesys, Ring Central or LivePerson a plus).
- Strong experience writing user stories, functional requirements, and acceptance criteria.
- Solid understanding of Agile/Scrum methodologies.
- Excellent communication, problem-solving, and stakeholder management skills.
- Ability to thrive in a fast-paced environment with changing business requirements.
Nice to Have
- CRM integration experience
- Enterprise-scale CX or ICX platform experience
- Familiarity with Jira, Confluence, or similar tools