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Software Product Manager, Workforce Management

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POST DATE 9/2/2016
END DATE 10/27/2016

Interactive Intelligence Indianapolis, IN

Indianapolis, IN
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


The Product Manager, Workforce Management role is responsible for the product vision, end to end execution, priorities and roadmap of our workforce management solution. This position must have a strong understanding of how a contact center works including specific experience in workforce management, workforce optimization and planning areas with configuration and administration in multi-channel, multi-national environments (GR 45)

This is a hands-on role including brainstorming new opportunities, defining roadmaps, writing user stories, defining buyer and user personas, owning & analyzing metrics, presenting to our executive leadership, working closely with engineering to ensure execution and regularly interact with customers and prospect to analyze and respond to their feedback.


* Own the vision and product roadmaps for the workforce management product

* Work closely with other Product Managers to align roadmap and vision for overall WFO offering.

* Lead the execution of the roadmaps in partnership with product owners and engineering teams.

* Execute on the go to market strategies with close collaboration with product marketing, sales, and partners.

* Create product requirements and write user scenarios that define specifications and tasks needed by engineering to implement new features.

* 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.

* Present on subject matter expertise and/or Interactive Intelligence products at company and industry events.

* Participate in customer/prospect site visits.

* Adhere to Interactive Intelligence Code of Business Conduct and Ethics

Minimum Requirements

* BA/BS in Computer Science, Information Science, or a related technical field (MBA or advanced degree preferred)

* Significant experience with workforce management either at the contact center management or technical level within a contact center or as a vendor of workforce management products or as a consultant on workforce management solutions and practices.

* Experience working with contact centers and contact center technologies

* 3 - 5 years of experience with and knowledge of Agile Product Management and creating and maintaining a product roadmap.

* Hands-on experience in requirements analysis, writing user stories, and wire-framing UI concepts

* Strong analytical, problem solving, and quantitative skills with data-driven approach to decision-making

* Proven ability to manage multiple projects simultaneously and meet aggressive deadlines

* Strong collaboration, communication, and interpersonal skills

* Confidence to interact with team members across all departments and levels of the organization

* Must be proactive, self-directed, and interested in and capable of exceeding expectations, taking ownership, and driving the success of our PureCloud Edge product line.

* 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 publically, 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.


* Approximately 10% travel anticipated.

Work Context

* Communicates regularly with peers and management

* Uses computer consistently

We are proud to be an Equal Opportunity Employer.
EOE M/W/Vet/Disabled