Product Manager - Integrated Customer Experience (ICX) Job at Soho Square Solutions, San Jose, CA

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  • Soho Square Solutions
  • San Jose, CA

Job Description

We are looking for a Product Manager – Integrated Customer Experience (ICX ) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions , with a strong emphasis on Amazon Connect , working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.

What You’ll Do

  • Act as a customer advocate, translating business needs into scalable CCaaS solutions.
  • Define and document clear product requirements, user stories, and acceptance criteria.
  • Own and manage the product backlog, including prioritization, grooming, and sprint planning.
  • Partner with Engineering, QA, and business teams on delivery, UAT, bug review, and RTB enhancements.
  • Drive feature enhancements and operational improvements across Amazon Connect–based platforms.
  • Produce and maintain system documentation, data flows, and functional designs.
  • Quickly identify issues, assess impact, determine required resources, and take ownership to drive resolution end to end.
  • Provide Level 3 end-user support as needed in partnership with the Production Support team.
  • Support service management activities, including incident triage, change management, and release coordination.
  • Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.

What You Bring

  • 6+ years of IT experience, with 4+ years as a Product Manager.
  • Experience supporting contact center or customer care technologies (phone, chat, chatbots, AI, Email).
  • Hands-on experience with CCaaS platforms, preferably Amazon Connect (Genesys, Ring Central or LivePerson a plus).
  • Strong experience writing user stories, functional requirements, and acceptance criteria.
  • Solid understanding of Agile/Scrum methodologies.
  • Excellent communication, problem-solving, and stakeholder management skills.
  • Ability to thrive in a fast-paced environment with changing business requirements.

Nice to Have

  • CRM integration experience
  • Enterprise-scale CX or ICX platform experience
  • Familiarity with Jira, Confluence , or similar tools

Job Tags

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