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CAREERS

CCaaS Product Manager

rockITdata is seeking a highly experienced Product Manager/Engineer to join our team with specific focus on Evolving the Customer Experience (“rockIT-CX”) thru call center modernization.  We are a rapidly growing and industry leading organization focused on call center modernization thru the advance application and deployment of AWS Connect and CRM solutions.  This is an opportunity to lead and execute a key initiative that is critical to the future success of our business and that of our clients.

 

In this role, you will help inform the strategy and drive the implementation of an internal product and process solution that will improve the day-to-day productivity and effectiveness of call center operations while delivering long-term strategic value for our customers. You will partner with stakeholders across Sales, Marketing, Contracting, and Business Development to understand their challenges and develop tools and processes that enable them to succeed.  

 

You will partner with industry leading organizations (e.g., AWS, Salesforce, etc..) and others to execute on a product roadmap and deliver in an agile environment. The ideal candidate for this role will have a demonstrated track record in product management, process creation, process improvement, and ongoing program/project management. This is an individual contributor role that requires exceptional analytical skills, bias toward action, and strong collaboration and communication skills. Having a deep understanding of sales and marketing processes is a plus.

 

This opportunity is with a rapidly growing entrepreneurial company offering exceptional professional and personal growth.

Responsibilities

  • Assists in designing a complete project, system, component, or process

  • Participate in initial meeting with product designers to understand business benefits of the product and the current-state modules within

  • Solves problems that require technical knowledge and/or skillset

  • Participate in meeting with product designers to understand how the product was developed (code and platforms)

  • Conduct sessions with product designers to determine outstanding features and functionality that need to be built

  • Provide strategic input regarding how the product should be broken up modularly

  • Lead and assist system design efforts and technical discussions

  • Create a project plan assigning coding responsibilities by module

  • Manage the “product build” very tightly and report estimate to complete in hours and dollars, to management team on a weekly basis

  • Repeat this process for evolutionary and future versions of our Call Center solution

  • Prepares complete project documents

  • Supports development of new techniques and/or improved processes, materials, or products

  • Assists in generating plans to solve aspects of engineering problems

  • Assists in preparing scopes, budgets, and schedules for assignments

  • Aid in the pricing discussions by providing costs associated to build and deploy this solution

  • Build a post go-live care and feeding program with associated costs

  • Function as a subject matter expert (SME) to aid sales team in certain sales processes, and aid in the response to certain RFP’s

  • May assign tasks to and coordinate with technicians or administrative staff

  • Provide technical sales support in meetings and on conference calls

  • Function as a subject matter expert (SME) for customer technical staff regarding proposed solution and its design, configuration, implementation, and testing specifics.

  • Establish and maintain technical relationships with strategic partner accounts to optimize and streamline the sales process of developed product(s)

  • Develops a solid understanding of rockITdata programs and technical offerings

  • Other duties, as assigned

The ideal candidate will have the following:

  • Broad knowledge of principles and practices in a specific area to solve the most complex problems

  • General knowledge of principles and practices of related fields and the ability to function on multidisciplinary teams

  • Advanced techniques to modify or extend theories and best practices to complete assignments

  • Worked on a major project or several projects of moderate scope with complex features

  • Independently evaluate, select, and adapt standard techniques, procedures, and criteria

  • Experienced product manager with a track record of building solutions that create value

  • Building strong partnerships with stakeholders and engineering teams

  • Turn research and feedback into actionable initiatives

  • Strong analytical skills, with a proven ability to monitor, analyze and measure results

  • Work well with a primarily remote team

  • Want to own the process and the results

  • Simplify complex ideas into clear communications

  • Experience in sales and marketing operations

  • Demonstrated leadership skills

  • Ability to:

    • Operate at a senior level and influence, negotiate and close

    • Work on multiple concurrent projects

    • Adapt to various people and working styles under tight deadlines

    • Work beyond regular schedule hours

  • Possess excellent leadership, communication, prioritization, and organizational skills

  • Strong editing skills, excellent knowledge of grammar and punctuation

  • Willing to travel up to 10% for specific corporate; leadership; and Customer/Conference engagements   

Qualifications ​

  • 10+ years of experience managing product development

  • 2+ years of AWS experience (AWS Connect preferred)

  • Experience with Project Management applications

  • Ability to obtain a High-Level Security Clearance

  • Experience with enterprise toolsets including CRM (preferred)

  • AWS or Azure certifications (preferred)

Pay ​

  • Competitive Salary + Bonus’s (Negotiable based on experience and demonstrated skills)

Schedule​

  • Monday to Friday

  • 8-hour shift

Work location:​

  • 100% Remote

Why rockITdata?

​rockITdata is proud to be a Veteran, Minority, Woman-Owned Small IT consulting and staffing firm. We are focused on giving people the opportunity to work with cutting edge technologies with organizations across the globe. As an experienced AWS, Salesforce, Microsoft, and Data Integration consulting firm, we’ve successfully overseen hundreds of implementations for organizations. Our dedicated approach for all-sized organizations provides expertise and hands-on guidance with a consistent result: focused, scalable solutions that have been established to meet long-term business goals.

Benefits we offer:​

 

  • Medical

  • Dental

  • Vision

  • Paid Time Off

  • 100% Remote Flexibility

Here at rockITdata, we are committed to following our 10 guiding principles:

  • Know the why

  • Value people above all else

  • Transparency to a fault

  • Progress, not perfection

  • Be good by doing good

  • Smart people can disagree

  • Bend but don’t break

  • Represent your brand

  • Think differently

  • Be amazing, smile, and have fun!

People are at the core of what we do. These guiding principles, and the people who carry them out, are keenly focused on doing right by the individuals we work with, whether they are clients or colleagues.


Interested in joining something unique? Join us on our rockIT ship as we begin to blast off to the next chapter in our organization!

rockITdata is committed to a policy of Equal Employment Opportunity with respect to all employees, applicants, and interns for employment.  We recruit, hire, train, and promote without discrimination due to race, color, sex, age, disability, religion, citizenship, national origin, military or veteran status, marital status, gender identity and expression, sexual orientation, and any other status protected by applicable federal, state, or local law.

 
 
 
 
 

Do you meet all requirements?