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Information Technology Product Manager

4 months ago

Toronto Ontario, Ontario, Canada National Consultants Professionals Ltd Full time

Defines product vision and strategy for an offering that meets customer needs, communicating & championing it across the organization.

Creates high level project plans and continuously evaluate prioritization with relevant stakeholders

Guides the offering throughout the lifecycle and drives its success through product optimization and timely decision making

Develops and owns a roadmap for the offering to articulate the vision and future, including several versions appropriate for internal and external audiences.

Develops relationships with key internal and external stakeholders to execute on these plans, working closely especially with relevant internal business leaders

Is a product advocate both internally and externally, being the face of the products and Stream in question

Responsible for providing project and technical guidance, from a Product Owner perspective, to our Genesys Cloud solutions.

Collaborate closely with cross-functional teams to ensure vision, smooth implementation, and strategy of our Genesys Cloud Platform including AI enhancements, integrations and new and leading edge products and solutions.



2. Key Responsibility/Accountability

Own Product (and Project) Management within an Agile Software Development Lifecycle framework

Key Activities/Tasks

Be familiar working within an Agile SDLC framework, including creating Scrum based work items (writing and planning Epics, Features, User Stories/Requirements), leading Scrum ceremonies such as Daily Standups, Sprint Planning, and Sprint Reviews, and producing appropriate documentation and artifacts


Works closely (within the Stream) with Developer Leads, Developers, Business Analysts, and QA to deliver software needs on Sprint-driven cadences, including work and resource allocations to ensure a healthy balance of work is assigned to all (not under or over provisioned). Product Managers also cover Scrum Master duties when necessary.


Be comfortable with Project Management responsibilities, as leading and running parallel projects – possibly at different stages – within the Stream is expected, and in places where a more traditional Project Management approach is necessary


Provides Mentorship and Leadership to members of the Stream and work with adjacent IT Leaders for resource management (including when more resources are needed) – the position does not have direct reports, but a level of Team Management responsibility for the Stream is expected, given the nature of close Daily interactions


Supports technology upgrade projects including keeping up with supported frameworks, libraries, and platforms at all times


Understands common Software Architecture concepts and designs, and Software Infrastructure concepts


Coordinates Product Releases and life cycle changes with Development, Operations, Support, and other Streams including coordinating cross-Stream impacting Releases and shared Software Components (APIs, Databases)


Be comfortable working with APIs and a Micro-service Architecture based environment, and pulling data from Databases and/or APIs (including SQL)


Key Activities/Tasks

Be the face of the Stream (and its Products) internally and externally, and acting as the focal point/main gatekeeper for all issues


Acts as the key Subject Matter Expert for the areas owned, working closely with technical resources to triage and resolve any issues


Prioritizes issues vs ongoing/net new work based on urgency, impact, and risks


Identifies persistent issues and areas of weakness and work with respective stakeholders to mitigate them




4. Key Responsibility/Accountability

Responsible for managing overall Telecom day-to-day operations to improve infrastructure costs, performance and end user satisfaction

Key Activities/Tasks

Manage Telecom resource requirements to ensure appropriate balance between tactical and strategic demands


Implement IT continuous improvement programs


Manage strategic relationships with key IT product and service providers


Provide in depth technical expertise for both tactical and operational initiatives


Provision in close cooperation with third party service provider an IT infrastructure that is suitable for the group to access and use their business applications


Assess the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects


Provision in close cooperation with third party service provider an IT infrastructure that is suitable for the group to access and use their business applications


Assess the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects


Provision in close cooperation with third party service provider an IT infrastructure that is suitable for the group to access and use their business applications


Assess the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects


Handles escalation of problems forwarded by team members by direction/mentoring or by resolution. Delegates where appropriate


Ensure knowledge-transfer is achieved by mentoring and training others



Knowledge, Skills & Education

Indicate any job specific skills required to effectively perform the job’s responsibilities by including details related to knowledge, skills and education.


Experience with Product Management, Project Management, and Software Development in general


Strong analytical, organizational, and multi-tasking skills are needed


Good people management/leading skills are needed (even though this position has no direct reports, a level of team management responsibility is necessary to facilitate smooth work and team cohesion)


Excellent communication, documentation, and presentation skills, including leadership qualities in terms of influencing, persuading, and inspiring


Comfortable working with different stakeholders with completely diverse backgrounds, skillsets, and responsibilities (e.g. talking business when needed, and comfortable talking tech when needed, talking up vs. talking down)


Comfortable working with technical minded teams about APIs (and Micro-service oriented architecture), Databases (including understanding SQL), Infrastructure concepts (VMs, Networks, Firewalls) and general software building best practices


In-depth knowledge and experience with Genesys CcaaS Platform and all relevant support technologies including AI, IVR, Secure Pause, PCI, system integrations and so on.