Senior Product Manager, Digital Enterprise Services

Employment Type

: Full-Time

Industry

: Miscellaneous



Job Requisition ID # 21WD50822 Position Overview As a Senior Product Manager for the Unified Contact Center, you will help to shape the future of the way we support our growing network of subscribers. You will own the Autodesk Customer's interface to our Contact Center Platform. You will act as the conduit between the business and the development teams, balancing strategic priorities with system stability. Experience with Salesforce Service Cloud and NICE inContact are desired. The scope of this position will evolve continuously. Comfort with ambiguity and flexibility is required. Responsibilities * Gathering user requirements * Facilitate and manage the product lifecycle and continuously iterate to improve the product * Manage and communicate tradeoff decisions between scope and schedule * Act as the subject-matter expert for Contact Center Agent Experience * Synthesize diverse sets of data to educate the team and drive product decisions * Engage with customers and partners to understand their needs, articulate our goals and evaluate the impact of our product * Create product and project roadmaps, coordinate and prioritize fixes and modifications * Partner with stakeholders, delivery teams, ECE product teams, development teams and support teams to assess, initiate, prioritize, refine, and drive products and solutions * Partner with vendors to understand and influence their product roadmaps * Above all else, doing the little things that get the team to their goals Minimum Qualifications * 5+ years of experience in a Product Management or Project Manager role supporting Contact Center * Experience shipping multiple products that have scaled * Demonstrated success in the agile software development process * Demonstrated success in gathering and transforming customer needs into an actionable product vision and requirements definition * Effectively deliver presentations to key customers/stakeholders and senior management * Influence and propose overall project process improvements * Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressure * Excellent Oral and Written Communications * Self-motivated leader with excellent time management * Excellent Organization Skills * Bachelor's degree * Knowledge of Salesforce Service Cloud and/or NICE inContact * Knowledge of JIRA and Confluence Preferred Qualifications * Well versed in understanding the customer and agent needs * Compassionate (not just empathetic) * Curious * Entrepreneurial * Deeply analytical * Experts in creating a product narrative * Inspirational to engineers, designers and sales teams on a collective vision * Detail oriented yet versatile * Partners and believe that building a great product is a team sport At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law. Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

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