Job Requisition ID #23WD68888Position Overview As a Senior Product Manager for the Unified Contact Center, you will help to shape the future of the way we support our growing network of subscribers. You will drive our Client Services or Global Operations Product Line forward across our Contact Center domain landscape. You will act as the conduit between the business and the development teams, balancing strategic priorities with system stability. You will collaborate with UX to develop a Client Services User Journey to help our customers communicate effectively, efficiently, and seamlessly across omnichannel to deliver enhancements that drive our product vision through the product development lifecycle. Experience with Salesforce Service Cloud and NICE inContact is desired. The scope of this position will evolve continuously. Responsibilities Deeply understand Customer Support business and strategies, clarify business priorities for the cross-functional team, and set qualitative and quantitative objectives. Relentlessly drive for continual product improvements and deliver results that exceed quality expectations Integrate usability studies, customer feedback, research, and market analysis into product requirements to enhance customers satisfaction Work closely with user experience and engineering teams to refine, test and build experiences Analyze current business processes and make recommendations for improvement based on industry trends and professional business knowledgeFacilitate and manage the product lifecycle and continuously iterate to improve the product and be responsible for turning that complexity into a simple user experience.Drive contact center enhancement efforts by capturing and assessing user requirements with business stakeholders and providing configuration, development, and application support to the teamsManage and communicate tradeoff decisions between scope and scheduleSynthesize diverse sets of data to educate the team and drive product decisionsEngage with customers and partners to understand their needs, articulate our goals and evaluate the impact of our productCreate product and project roadmaps, coordinate and prioritize fixes and modificationsPartner with stakeholders, delivery teams, customer experience product teams, development teams, and support teams to assess, initiate, prioritize, refine, and drive products and solutionsPartner with vendors to understand and influence their product roadmapsAbove all else, doing the little things that get the team to their goals Minimum Qualifications 8+ years of experience in a Product Management role supporting support specialists in the Contact Center domain with strong business aptitudeExperience shipping multiple products that have scaledYou are able to work directly with engineers on detailed requirements and prioritization decisions while also communicating with leadership and cross-functional stakeholders on product features You are flexible in the face of obstacles and able to solve complex problems creatively You are able to cope with a fast-paced, changing environment Demonstrated success in the agile software development processDemonstrated success in gathering and transforming customer needs into an actionable product vision and requirements definitionEffectively deliver presentations to key customers/stakeholders and senior managementInfluence and propose overall project process improvementsSelf-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressureExcellent Oral and Written CommunicationsSelf-motivated leader with excellent time managementExperience working in cross-functional teams and ability to influence otherKnowledge of Salesforce Service Cloud and NICE inContact or Genesys or Vonage PlatformBachelor's degree in Business, Computer Science, Computer Engineering, or related fields. A Master's degree is preferred.Knowledge of JIRA and Confluence Preferred Qualifications Well-versed in understanding the customer and agent needsCompassionate (not just empathetic)CuriousDeeply analyticalExperts in creating a product narrativeInspirational to engineers, designers, and sales teams on a collective visionDetail-oriented yet versatilePartners believe that building a great product is a team sportAt Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.Salary is one part of Autodesk’s competitive package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
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