Technical Platform Product Manager

Company: Tech Firefly
Location: San Francisco
Posted on: February 17, 2025

Job 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 ExtensionResponsibilities

• 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.
      • 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.
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Keywords: Tech Firefly, San Francisco , Technical Platform Product Manager, Executive , San Francisco, California