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.
- 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.
Top Skills
What We Do
Let us join your journey to success! Tech Firefly is a Technology Solutions company specializing in providing outsourced solutions.
Our approach is based on client satisfaction and solving problems for our clients. This means we value your culture, your vision, your brand voice and the customer journey you want your customers to make. Our services include:
-Software Development including IOS, C++ and Java Applications
-Usability Testing for Hardware and IoT Devices
-Testing product features with a focus on the customer experience and usability
-Performing QA of internal apps, external apps and software before downstream and end user impact
-QA Automation
-Innovative solutions including AI Data Labeling, Robotic Process Automation and Blockchain
-End to End Content Management including curation, moderation and localization services
-Customer care, Tech support and Sales Support
-Providing customer experience insights to product owners, engineers and product quality teams
-Talent Acquisition services specializing in Technical, Professional, Foreign Language and other hard to fill job requirements
-On-shore, near shore and off-shore teams
Please visit our website for more information and contact us today
