Sr. Contact Center Product Manager

As an industry leader and Software-as-a-Service provider our mission at 8×8, Inc. [NYSE: EGHT] is to transform the future of business communications. The 8×8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, Twitter and Facebook.
Sr. Contact Center Product Manager – Agent Experience
About 8×8
Our seamless Cloud Unified Communications and Contact Centre solutions have become critical to businesses across the globe. 8×8 combines unified communications, team collaboration, contact center, and analytics in a single, open, and real-time platform to help companies improve employee productivity and overall customer experience.Organizations need to be able to act quickly, collaborate effectively, and communicate seamlessly, whether it be working from home, or on the move, our single platform offers extensive benefits to our customers
About the Role
We are looking for a Senior Product Manager with prior Contact Center experience specifically in the area of Agent Experience. This person would join our Product Management team and play a key role in helping us refactor and significantly grow our Agent Experience capabilities including anything related to streamlining experience, integrations with CRM and other 3rd party applications, and modular plug-in opportunities.
8×8 has a strong User Experience Design and Research team with which this Senior Product Manager would interact. Additionally, as Senior Product Manager, you’ll be part of a team of product managers, and you’ll be working closely with Product Marketing Team, Engineers, and multiple stakeholders to understand, research, and help to drive the evolution of the area.
Key Responsibilities
• Establish and grow a vision and strategic direction for 8×8’s Agent Experience• Continually grow your knowledge of our customers’ needs and competitors’ offerings• Develop business requirements and product specifications with user stories • Partner with key stakeholders to define Go to Market plans and roadmaps• Manage prioritization w/in customer experience, performance, and operational support• Drive buy-in for the product vision from both internal and external stakeholders • Work across teams to drive the product to market• Work closely with product marketing to drive product launches• Proactivity identify and resolve issues that impair the team’s ability to execute
Required Experiences and Skills
• Extensive Product Management experience• Proven experience in Contact Center technology w/ an understanding of the day to day needs of agents in order to enjoy and succeed in their roles• Passionate in delivering a delightful user experience (UX) and interface (UI) through product management and with data• Experience coordinating product development cycles, schedules • Experience in launching products to customers• Strong verbal and written communication skills with demonstrated experience in working with key stakeholders• Strong analytical skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions• Experience in analytic tools such as Amplitude• History of teamwork and ability to work with remote teams• Bachelor’s degree or higher (beneficial)
Working at 8×8
• Possibility to work remotely• Industry-leading, award-winning technology and recognized on two Gartner Magic Quadrants• Inclusive, supportive and collaborative culture yet with a winning mentality• Encouragement and environment to make a difference• Fun – check out our Instagram posts, the smiles are real- https://www.instagram.com/lifeat8x8_uk/ • Deep passion for doing the best for our customers, giving them the best service and the best technology
For a closer look into what life at 8×8 UK Ltd. is about check out our Instagram page.
8×8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found here.
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