Job Role: Digital Product Manager

Location: Remote EST

Job Type: Contract

1. Partner with Telephony, Operations, and Engineering to define call-center technology requirements that support customer and agent experience goals.

2. Collaborate on designing and refining IVR/IVA call flows aligned with customer-journey insights and business objectives.

3. Support evaluation and enhancement of cloud contact-center platforms to ensure they meet experience and operational needs.

4. Use call-center telemetry—routing metrics, AHT, queue behavior, and agent performance—to drive continuous improvement.

5. Ensure integrations between telephony systems and CRM/agent-desktop tools enable smooth workflows and unified data.

6. Participate in validating call routing, feature releases, and end-to-end UAT to ensure high-quality deployments.

7. Work with Workforce Management and Operations to align forecasting, staffing, and routing with product roadmaps.

8. Partner with Agile teams to set priorities and deliver on sprint commitments.

9. Serve as Product Owner by shaping scope, managing backlog, and defining clear priorities.

10. Translate business needs into actionable user stories and acceptance criteria.

11. Collaborate with Product Analysts to validate requirements and data insights.

12. Provide ongoing clarification to development teams throughout the sprint.

13. Review and accept completed work to ensure it meets functional and experience standards.

14. Facilitate sprint planning, reviews, and retrospectives to keep teams aligned.