Senior Product Manager

About this role:

Wells Fargo is seeking a Senior Product Manager to lead strategy, delivery, and quality for Contact Center platforms. This role owns endtoend customer journeys across Interactive Voice Assistant (IVA/IVR), intelligent routing, and related CCaaS capabilities, while partnering closely with engineering, product, and QA to deliver stable, compliant, and highquality customer experiences.

In this role, you will:

• Lead or participate in product management initiatives and deliverables for product lines or services
• Contribute to product analysis across applicable markets, conduct market research and market results-oriented analysis
• Review and analyze marketing programs for new products or enhancements including identification of market segments, product positioning, product bundling, pricing and profitability
• Resolve moderately complex issues and lead team to meet project goals, objectives and deliverables
• Ensure programs adhere to compliance, privacy regulations and policies
• Collaborate and consult with managers, analysts and project teams to ensure that goals are achieved
• Lead projects, teams or serve as a mentor
• Support the product roadmap for Contact Center capabilities, including IVA/IVR, routing, and selfservice.
• Analyze currentstate processes, assess impact, and recommend targetstate improvements to enhance efficiency and customer experience.
• Participate in call flow design sessions using customer intent and speech recognition, routing logic, and default paths for multiple lines of business.
• Refine user stories, manage and prioritize backlogs, and participate in Agile ceremonies using Scrum or Kanban.
• Collaborate with crossfunctional teams (engineering, testing, design) to ensure endtoend customer journeys are met.
• Oversee quality assurance efforts, including test strategy, UAT coordination, defect documentation, triage, and release readiness.
• Partner with thirdparty vendors on testing, issue resolution, and delivery commitments.
• Collect postimplementation feedback and drive continuous improvement.

Required Qualifications:

• 4+ years of Product Management experience, product development experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• 4+ years experience in Product Management, User-Acceptance Testing or Technology Delivery
• Familiarity with Contact Center technology, including IVA/IVR, and intelligent routing
• Experience designing call flows and documenting business requirements for voice channels
• Strong knowledge of Agile delivery methodologies (Scrum and/or Kanban) and backlog management.
• Working knowledge of QA testing practices, UAT, and defect management using tools such as Jira or Azure DevOps.
• Strong time management skills and ability to meet tight deadlines
• Experience coordinating with thirdparty vendors and crossfunctional teams.
• Strong analytical, communication, and stakeholdermanagement skills.

Job Expectations:

• Experience with CcaaS tools and platforms (e.g., Genesys, Google Dialogflow, Five9, Lucid Chart, Monday.com, JIRA).
• Voice and IVR testing tools (e.g., Octane).
• Test automation exposure (Selenium, Playwright, Jenkins, Cucumber/BDD).
• Salesforce or CRM/CTI integration experience.
• Work timing 1:30PM to 10:30 PM and this subjected to vary as per business need
• Based on business need occasional weekend support needed