Product Manager II

Oklahoma Human Services•Oklahoma City, OK

6d•$85,000 - $85,000•Onsite

About The Position

The Product Manager II – Contact Center Enterprise Services is responsible for leading the strategy, lifecycle, technical integration, and continuous improvement of enterprise contact center technologies and services. This position serves as a key bridge between business operations and IT, translating customer and organizational needs into technology strategies, product roadmaps, technical requirements, and scalable solutions. The position provides strategic and technical leadership for contact center platforms, applications, integrations, APIs, automation, and related enterprise services. Responsibilities include defining product direction, evaluating emerging technologies, prioritizing enhancements, managing the product lifecycle, and coordinating cross-functional IT, business, development, and vendor teams to deliver reliable, secure, scalable, and competitive solutions. The role also provides programming, application development, and API integration support, including assisting with software development, scripting, configuration, testing, troubleshooting, system interfaces, data mapping, and integration between contact center platforms and enterprise applications. This may include REST/SOAP APIs, CRM systems, databases, identity and authentication services, reporting and analytics platforms, workflow systems, and other enterprise technologies. The Product Manager II works closely with enterprise architecture, cybersecurity, infrastructure, application development, networking, data, service management, and business teams to ensure contact center solutions comply with organizational IT standards and security requirements. The position participates throughout the development and technology lifecycle, including requirements analysis, solution design, development, testing, implementation, release management, production support, and continuous improvement. Additional responsibilities include vendor and technology management, technical troubleshooting, system performance and reliability, automation, data and reporting requirements, and identification of opportunities to leverage APIs, integrations, AI, and emerging technologies to improve customer experience and operational efficiency. The position ultimately ensures that enterprise contact center services remain reliable, secure, integrated, scalable, user-focused, and aligned with organizational strategy, while driving technology adoption, operational improvements, customer experience, and long-term organizational growth.

Requirements

A bachelor's degree and three (3) years of experience in Management Information Systems (MIS), Computer Science, Public Health, Social Work, or a related field OR an equivalent combination of education and experience.
Knowledge of product or market, including specific technical or industry knowledge.
Project management skills.
Interpersonal skills.
Skill in directing and coordinating the work of others.
Skill in establishing and maintaining effective working relationships with state employees and officials.
Ability to cultivate a supportive and inclusive work environment for all employees.
Ability to use superior communication skills, both oral and written, utilizing different communication styles.
Ability to present to diverse audiences, specifically racial, ethnic, socioeconomic, and disabled.
Ability to consider the impacts of the work and perspectives of multiple communities in technical analysis and outcomes of a decision-making process.

Nice To Haves

Experience with REST/SOAP APIs, CRM systems, databases, identity and authentication services, reporting and analytics platforms, workflow systems, and other enterprise technologies.

Responsibilities

Leading the strategy, lifecycle, technical integration, and continuous improvement of enterprise contact center technologies and services.
Translating customer and organizational needs into technology strategies, product roadmaps, technical requirements, and scalable solutions.
Providing strategic and technical leadership for contact center platforms, applications, integrations, APIs, automation, and related enterprise services.
Defining product direction, evaluating emerging technologies, prioritizing enhancements, and managing the product lifecycle.
Coordinating cross-functional IT, business, development, and vendor teams to deliver reliable, secure, scalable, and competitive solutions.
Providing programming, application development, and API integration support, including assisting with software development, scripting, configuration, testing, troubleshooting, system interfaces, data mapping, and integration between contact center platforms and enterprise applications.
Working closely with enterprise architecture, cybersecurity, infrastructure, application development, networking, data, service management, and business teams to ensure contact center solutions comply with organizational IT standards and security requirements.
Participating throughout the development and technology lifecycle, including requirements analysis, solution design, development, testing, implementation, release management, production support, and continuous improvement.
Managing vendors and technology.
Performing technical troubleshooting.
Ensuring system performance and reliability.
Implementing automation.
Defining data and reporting requirements.
Identifying opportunities to leverage APIs, integrations, AI, and emerging technologies to improve customer experience and operational efficiency.
Ensuring enterprise contact center services remain reliable, secure, integrated, scalable, user-focused, and aligned with organizational strategy.
Driving technology adoption, operational improvements, customer experience, and long-term organizational growth.