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 for the innovation, design, deployment, and maintenance of contact center technologies that serve Deloitte's member firms worldwide. We transform customer experiences using advanced platforms like Genesys Cloud, ServiceNow, conversational AI, and automation tools.
Our culture is collaborative, fast-paced, and built on continuous learning. We encourage initiative, value innovation, and maintain an unwavering focus on quality. By staying at the forefront of technology trends, we consistently deliver exceptional value to our internal clients across the globe.
Location: Hyderabad
Shift Timings: 11 AM to 8 PM or 2 PM to 11 PM
Qualifications
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
Preferred:
- 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.
Professional development
At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.
Benefits to help you thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
Recruiting tips
From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.
