Technical Platform Product Manager

Job DescriptionJob Description

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.

Requirements

• 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.