Product Manager

Job Description

The Product Manager plays a key role in shaping and enhancing a cloud-based customer engagement platform that supports large-scale service operations. Working cross-functionally with Technology, Operations, Workforce Management, Analytics, and external partners, this role drives the delivery of capabilities that optimize customer outreach strategies, improve agent effectiveness, enhance customer interactions, and increase operational efficiency.

The successful candidate will translate business objectives into actionable product requirements, prioritize and manage the product backlog, coordinate feature implementation, and leverage data-driven insights to continuously improve platform capabilities and business outcomes. This role offers the opportunity to influence the evolution of a critical customer engagement platform that enables seamless and efficient customer experiences across a global organization. 

Responsibilities:

• Support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
• Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements.
• Translate business requirements into user stories, acceptance criteria, and prioritized backlog items.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Coordinate the delivery of new features, enhancements, upgrades, and production releases.
• Support user acceptance testing (UAT), defect triage, production validation, and release readiness activities.
• Monitor product performance and operational metrics, identifying opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
• Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability.
• Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements.
• Develop product documentation, process guides, release communications, and training materials to support adoption.
• Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities.
• Ensure platform capabilities align with regulatory, security, and compliance requirements.
• Going to Office in London or Brighton 3 days a week.

Qualifications

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
• Experience working with Five9 Cloud.
• Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management.
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
• Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
• Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.
• Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations.
• Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.

Nice to have:

• Experience working with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms.
• Experience supporting digital servicing channels such as voice, chat, SMS, or messaging.
• Familiarity with customer authentication, identity verification, or fraud prevention solutions.
• Experience using analytics and reporting tools such as Power BI, Tableau, SQL, or Excel.
• Exposure to regulated industries such as financial services is a plus.

Additional Information

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.