Product Manager

Pay rate: $95 - $119

Candidate Requirements / Must‑Have Skills

1. 8–12+ years in digital enablement, contact center modernization, automation, or product/delivery leadership (financial services preferred).
2. Experience with establishing operating models and sustainment practices for customer-facing platforms (voice and/or chat).
3. Experience across business and technical stakeholders, influencing senior partners and collaborating with engineering, data science, and platform teams.
4. Experience with conversational AI concepts (intents/entities, dialog patterns, containment, escalation, journey design) and GenAI fundamentals (RAG, evaluation, guardrails).
5. Hands-on exposure to Genesys Cloud, Google Conversational Agents/Dialogflow, Vertex AI, Microsoft Azure, Copilot Studio, or OpenAI.

Nice‑To‑Have Skills

1. Strong program/delivery ownership: planning, risk management, vendor coordination, release readiness, and post-launch operations.
2. Experience partnering with Knowledge Management to operationalize content governance and improve answer quality.
3. Familiarity with knowledge graphs/ontology concepts and evaluation/sustainment techniques (autoeval, conversation reviews, regression suites).