Techridge Inc.
Qualifications
· 7+ years of product management experience in customer service or contact center technology.
· Genesys Cloud CCaaS expertise is required (must-have).
· Strong background in contact center modernization, platform migration, and enterprise integrations.
· Hands-on experience with requirements gathering, user story writing, and backlog management (JIRA).
· Proven success in delivering POCs, pilots, and production-scale rollouts.
· Solid understanding of AI, automation, and analytics in customer service.
Technical Skills
· CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus.
· Exposure to Assisted Service Tools:
o Agent Assist & Agent Desktop
o Knowledge Base / Knowledge Management Systems
o Integration with Case Management solution (Salesforce Service Cloud preferred)
· Workforce Engagement Management (WEM) Applications: Genesys WEM (preferred)
· Analytics & Reporting
· AI/Automation
To apply for this job email your details to krish@techridge.net