IT Director - Contact Center Product Management

Job Title: IT Director - Contact Center Product Management

Location: Bangalore, India

Experience: 20+ years

Job Description:
 

JCI is seeking an accomplished IT Director for Contact Center Product Management with over 20 years of experience to lead our innovative team in Bangalore. This executive role is critical in shaping the strategy and direction of our contact center products, ensuring alignment with business goals and driving operational excellence. You will be responsible for overseeing product lifecycle management from conception to launch, and ensuring our solutions meet the evolving needs of our customers.

Key Responsibilities:

• Develop and execute the product strategy for contact center solutions, ensuring alignment with organizational goals and market demands.
• Manage a cross-functional team to deliver high-quality products and features on time and within budget.
• Analyze market trends and customer feedback to inform product enhancements and innovations.
• Collaborate with IT, operations, and customer service teams to ensure seamless integration of technology and processes.
• Drive the commercialization of contact center products, transforming them from cost centers to profit centers.
• Establish metrics and KPIs to evaluate product performance and customer satisfaction.
• Lead team initiatives focused on improving customer experiences and operational efficiencies through advanced technology solutions.
• Foster a culture of innovation, accountability, and continuous improvement within the product management team.

Qualifications:

• Bachelor's degree in Computer Science, Business Administration, or a related field; MBA preferred.

• 20+ years of experience in IT and product management, with a strong focus on contact center technologies and customer service.
• Proven track record in developing and launching successful contact center products and solutions.
• Strong understanding of customer engagement strategies, CRM systems, and contact center operations.
• Exceptional leadership skills with the ability to influence and motivate cross-functional teams.
• Excellent analytical and problem-solving abilities, with a strategic mindset.
• Outstanding communication and interpersonal skills, capable of working at all organizational levels.

What We Offer:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for professional growth and leadership development.
• A dynamic and inclusive work environment that fosters collaboration and innovation.

If you are a visionary leader with a passion for transforming customer service through technology, we encourage you to apply!