Product Management Specialist II - Hyderabad

Deloitte·Hyderabad·Onsite

Lead Product ManagerAIEnterprise

Experience

7–8 years

Employment

Full Time

Work mode

Onsite

Level

Lead Product Manager

Location

Hyderabad

Posted

5 days ago

About the role

Summary

Position Summary

Product Management Specialist II

Are you a seasoned contact center technology expert who thrives at the intersection of hands-on technical work and team leadership? Do you excel at architecting solutions, mentoring talent, and driving innovation with platforms like Genesys and ServiceNow? If you're passionate about transforming customer experiences through cutting-edge technology, this role is for you.

We're seeking a Product/Program Manager – Assistant Manager to join our team. This is a dynamic role where you'll lead technical initiatives, guide a team of specialists, and shape the future of our global contact center technology platforms.

Work you'll do

As a Product Management Specialist II in the team, you will be responsible for:

Leading the design, configuration, and deployment of contact center technology solutions across platforms including Genesys Cloud and ServiceNow

Translating business needs into technical requirements, user stories, implementation plans, and platform enhancements

Managing day-to-day delivery activities for a team of Analysts and Senior Analysts, including prioritization, coaching, and issue escalation

Partnering with business stakeholders, vendors, and technology teams to support platform integration, production stability, and roadmap execution

Analyzing platform performance, identifying improvement opportunities, and driving automation and continuous improvement initiatives

The team

The team is responsible

What you'll bring

Required:
Bachelor of Engineering, Bachelor of Technology, or Bachelor of Computer Applications with a master's degree in technology or management
7-8 years of experience in contact center technologies, including platform configuration, deployment, and support
Experience with Genesys Cloud or Genesys PureConnect, including routing, interactive voice response, workforce management, reporting, or integrations
Experience with ServiceNow, including Information Technology Service Management and Virtual Agent
Experience leading or mentoring technical teams
Experience with programming or scripting in Python, JavaScript, or Visual Basic for Applications
Experience working with application programming interfaces and Agile or Scrum delivery methods

Nice to have

Experience with conversational artificial intelligence platforms such as Google Dialogflow, Amazon Lex, or Microsoft Bot Framework
Experience in a global shared services or global capability center environment
Experience with application programming interface integrations, webhooks, and cloud-based architecture
Experience supporting customer experience design or digital transformation initiatives
Genesys or ServiceNow certifications
Our purpose
Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.
Our people and culture