Senior Product Manager for AXP

Location

Morristown, New Jersey

Job Duties

Avaya LLC is seeking a Senior Product Manager for AXP (Morristown, NJ) to shape the evolution and expansion of Avaya’s CCaaS Public Flagship Solution with a focus on scaling our platforms, unlocking innovation, and driving efficiencies. Lead Voice, Routing and Workflow value streams within the portfolio by setting strategy and partner with engineering leaders to guide execution to provide a reliable, scalable, and secure platform as the voice of the customer that can translate customer requirements into actionable features and capabilities.  Establish linkage with other teams and advocate for cross functional collaboration in establishing best practices and standardization that ensure high quality features are delivered to customers. Adhere to governance and operational support framework supporting the key business imperatives. Ensure teams are operating within established standard design principles and are receiving the appropriate requirements and support from the broader organization. Coordinate with leaders and cross functional teams to deliver features to the Marketplace. Conduct market and user research to advocate for customer needs to drive solutions that solves for challenges. Ensure a customer first approach in API product design and development. Drive the end-to-end readiness of business requirements. Work with the competitive intelligence team to identify the best Go-to-Market model for CCaaS Public Offerings. Identify opportunities for process improvement to address inefficiencies and improvements in the customer end-to-end experience. Drive key learnings from launches back into the organization to support continuous improvement. Evangelize stakeholders, support extended teams, and manage CCaaS Public portfolio readiness and lifecycle. Up to 15% domestic and 5% international travel required. Telecommuting permitted.

Minimum Requirements

Requires a Bachelor’s degree in Computer Science, Computer Information Systems, Information Technology, or a related field and 2 years of experience with Automated Contact Center solutions, Voice WebRTC, Routing and Pre-routing for voice and digital channels within a Software Engineer and/or Software Architecture position.  Must have experience with: designing Business Rules Driven Workflow Tools; SaaS and cloud platforms including Google GCP, and Microsoft Azure; developing customer facing market messages and solutions/offer/portfolio strategies globally; leading and collaborating with global and cross functional teams; representing solutions to key constituents including senior leaders and customers; prioritizing results indicative of success metric and strategic market research; omni-channel routing, self-service automation, 3rd Party Integrations, Analytics, Admin Customer Experience, and Serviceability of SaaS platforms; and data privacy standards including GDPR, HIPAA and PCI. 15% domestic and 5% international travel required. Telecommuting permitted.

This position is eligible for the Employee Referral Program