Senior Product Manager - Contact Center Product Lead

Reston

Senior Product Manager - Contact Center Product Lead

Reston | Virginia | United States

At Appian, we’re not only about building an awesome cloud platform, but also about growing our culture of passion, energy, and innovation; great people, great software!

 

In this role, you’ll get to help us bolster our intelligent contact center solution on our platform which includes the latest in emerging technology in AI, machine learning, and automation. What is Appian’s platform? It’s an application platform that lets business people build powerful cloud and mobile apps with flexible, visual models instead of clunky custom code.

About you:

  • You have 5+ years of focused industry-specific experience and a strong pulse on the latest trends in contact centers
  • You understand what a roadmap for an enterprise software product looks like and can work with a team to guide the delivery specific to contact center solutions
  • You’ve worked with cloud software platforms and driven seamless integrated end-user experiences
  • You are exceptionally imaginative, collaborative, and truly excited about building great product features and customer experiences
  • Conversational or Omni Channel AI is a plus

What You’ll Do:

  • Build Appian’s platform to deliver real-time analytics that empowers business users to make intelligent decisions
  • Define the vision for our contact center solution and have a tremendous impact on the functionality of the ICC platform
  • Leverage your deep experience in the contact center software market as it relates to dynamic customer interactions and behaviors
  • Prioritize what we should build and when by collaborating with stakeholders on contact center product strategy
  • Share ideas and receive feedback on new features through presentations each quarter before a new release
  • Collaborate with engineers in design sessions, mockups, UX review, and usability testing
  • Manage the release and sprint backlog through planning, backlog grooming, working with dev, and review
  • Ensure successful build out by tracking user adoption and usage metrics

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