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Product Manager, Contact Center

Company: Oracle
Location: Broomfield
Posted on: November 18, 2021

Job Description:

Will own the E2E support experience through the telephony channel for customers and agents. Drive product specifications and or strategy. Gather and analyze information to define product specifications and review design specifications. Communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities.

Responsibilities:

  • Define the product strategy and roadmap
  • Deliver documentation with prioritized features and corresponding justification
  • Work to integrate with internal products and services to enhance customer effectiveness
  • Coordinate product acceptance testing efforts
  • Be an expert with respect to the competition (industry direction)
  • Act as a leader within the company
  • Help to oversee the design and planning how to market and promote the product
  • Provide management with analysis and reports and respond to questions and requests from management Requirements:
    • Good understanding of Customer Support Experience
    • Demonstrated success defining and launching excellent products
    • Contact Center Experience with leading contact center vendors.
    • Experience working with Genesys contact center solution is a plus
    • Excellent written and verbal communication skills
    • Strong Customer Management skills
    • Strong Relationship Building Skills
    • Strong Team player in taking ownership of issues and resolving them
    • Excellent written and verbal communication skills
    • Bachelor's or Master's degree in relevant functional area, with 5 years software engineering or related experience
    • Proven ability to influence cross-functional teams without formal authority
    • Expertise in the product or market including specific technical or industry knowledge
    • Superior project management and interpersonal skills
    • Ability to maintain a keen attention to detail, multitask and work well under pressure
      Lead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.

      As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.

      Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.

      Colorado Pay Range: from $81,000 to $186,000 per annum; eligible for bonus and equity.

      Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

      Oracle offers a comprehensive benefits package which includes the following:

      1. Medical, dental, and vision insurance, including expert medical opinion
      2. Short term disability and long term disability
      3. Life insurance and AD&D
      4. Supplemental life insurance (Employee/Spouse/Child)
      5. Health care and dependent care Flexible Spending Accounts
      6. Pre-tax commuter and parking benefits
      7. 401(k) Savings and Investment Plan with company match
      8. Flexible paid time off (unlimited or accrued vacation and sick leave)
      9. Paid parental leave
      10. Employee Stock Purchase Plan
      11. Adoption assistance
      12. Financial planning and group legal
      13. Voluntary benefits including auto, homeowner and pet insurance

      About Us
      Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

      Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Keywords: Oracle, Broomfield , Product Manager, Contact Center, Executive , Broomfield, Colorado

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