The Product Manager – User Interfaces at Interactive Intelligence is responsible for the success of our contact center and business user interfaces. User interfaces include .net and web-based agent, business user, and administrative applications used to engage with and manage the system as well as the APIs used to build and customize applications. Interactive Intelligence products are used in 5,000+ contact centers and enterprises around the world. The Product Manager – User Interfaces will directly impact the success of our product offering in many ways including maintaining a deep understanding of our customers’ and the market’s needs, clearly defining and communicating these needs to development and others, assisting development in delivering on those needs based on priority, researching and proposing pricing, assisting marketing and sales by communicating with them on product details and roadmap, presenting at company and customer conferences, and assisting in more strategic deals as needed.
Focus on the following areas as product manager:
Contact Center Agent Interfaces
Business User Interfaces
System Administration Interfaces
Multi-channel Capabilities – Phone, Email, Chat, SMS, etc handling
Common Frameworks (e.g. IC Business Manager, Desktop)
Maintain current and deep knowledge on our product suite and offerings, how our customers use our product suite and offering, and the value proposition of our products to our customers.
On an on-going basis, interact with customers, prospects, and partners. Collect, prioritize, and translate customer needs as well as market and competitive input into user stories.
Interact closely with appropriate development groups by presenting and collaborating on user stories and assisting in consensus on features, architecture, priorities, and plans for the above products and related capabilities. Serve as a promoter and central point of communication for this consensus via internal web pages, documents, and related.
Proactively manage and promote product vision and roadmap with a strong bias toward collaboration with development and others.
Monitor and manage Interactive Intelligence’s Ideas site for externally crowd-sourced ideas on assigned products and components.
Serve as the internal and external subject matter expert.
Present on subject matter expertise and/or Interactive Intelligence products at company and industry events.
Participate in customer/prospect site visits.
Other duties as assigned by Interactive Intelligence management.
Significant experience with contact centers – either as a vendor or reseller of contact center infrastructure or related products, or as a technical leader or developer in a contact center. Strong bias toward experienced Interactive Intelligence Customer Interaction Center (CIC) candidates.
Must be proactive, self-directed, and interested in and capable of exceeding expectations, taking ownership, and driving the success of our user interface offerings as listed above.
Must be interested in and capable of being a thought leader on contact center interface needs within and external to the company.
Must be capable of managing multiple project priorities.
Must be capable of collecting information from multiple sources and integrating the information to find creative ways to meet individual user needs while maintaining product value to a broad audience.
Excellent written and oral communication skills, including presenting publicly, and speaking in front of all levels of management.
Ability to adjust communication to the intended audience. A comfort with technical and non-technical communications on the same or related issues is necessary.
Bachelor’s degree (MBA or advanced technical degree preferred)
4+ years’ experience in Product Management in a software company or IT department with an understanding of product development and QA processes.
Approximately 10% travel anticipated.
Communicates regularly with peers and management
Uses computer consistently
Moves objects weighing 10-25lbs
Legally eligible to work in the U.S.
Interactive Intelligence Inc. - 14 months ago
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process...