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Summary
About the Role
About You
- 5+ years of experience as a Product Manager, with a focus on enterprise B2B or B2C software.
- Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud.
- Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies.
- Deep understanding of core contact center operations, agent workflows, and key performance metrics (e.g., AHT, CSAT, FCR).
- Strong analytical skills with the ability to use data to inform decisions and measure success.
- Exceptional communication and collaboration skills to work effectively with both technical and non-technical teams.
- Experience with Salesforce Service Cloud or other major CRM platforms.
- Familiarity with WEM tools (Workforce Engagement Management) and their integration with contact center platforms.
- Experience working with data visualization tools such as Tableau, Power BI, or similar.
- A technical background in software development, data science, or a related field.
ACL Digital is a design-led Digital Experience, Product Innovation, Solutions, and Consulting offerings leader. From strategy, to design, implementation, and management we help accelerate innovation and transform businesses. Keeping customer journeys and design at the core, it is committed to enable large Enterprises, SMBs and start-ups to transform. A pioneer in delivering Business Innovation, Integration and Transformation through disruptive technologies, ACL Digital brings in competitive advantage, innovation, and fresh perspectives to business challenges. With a multi-cultural and transnational talent and as part of the ALTEN Group comprising over 50000+ employees spread across more than 30 countries, it promotes a collaborative knowledge-building environment.