Senior Technical CRM Product Manager
Location
United States
Posted
5 days ago
Salary
Not specified
Job Description
Role Description
Senior Technical Product Manager is going to lead our CRM and contact center technology strategy. They'll drive the product vision for our patient experience and engagement, working at the intersection of Genesys Cloud contact center platform and Salesforce CRM to create seamless experiences. This role will directly manage the Technical CRM roadmap and partner closely with Contact Center and other operational stakeholders.
Qualifications
- 5+ years product management experience with enterprise CRM and/or contact center platforms
- Deep expertise with Genesys Cloud (call routing, IVR/IVA, workforce management, analytics)
- Strong proficiency with Salesforce
- Healthcare industry experience - understanding of patient workflows, HIPAA compliance
- Proven track record delivering complex, multi-stakeholder technology initiatives
- Excellent communication skills with ability to influence executives and cross-functional teams
- Experience with API integrations and modern cloud architecture
- Experience with patient scheduling systems
- Knowledge of HL7/FHIR interoperability standards
- Familiarity with Azure, OutSystems
Requirements
- Own the technical roadmap for our CRM and contact center platforms, balancing patient experience improvements with operational efficiency and business outcomes
- Lead the continued optimization and evolution of our Genesys Cloud implementation, including IVR/IVA strategy, skills based routing, and AI-powered automation
- Drive Salesforce platform strategy for patient engagement, campaigns, and omni channels
- Define requirements and success metrics for contact center modernization initiatives, working to reduce abandonment rates and improve patient satisfaction
- Translate complex technical capabilities into business value for executive audiences
- Champion data-driven decision making using contact center analytics, CRM insights, and patient journey mapping
- Manage vendor relationships and platform roadmaps for Genesys and Salesforce ecosystems
Benefits
- A Great Place to Work, earning this prestigious award for multiple years running
- Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Paid Holidays, Backup Child/Adult Care as well as other unique benefits
Job Requirements
- 5+ years product management experience with enterprise CRM and/or contact center platforms
- Deep expertise with Genesys Cloud (call routing, IVR/IVA, workforce management, analytics)
- Strong proficiency with Salesforce
- Healthcare industry experience - understanding of patient workflows, HIPAA compliance
- Proven track record delivering complex, multi-stakeholder technology initiatives
- Excellent communication skills with ability to influence executives and cross-functional teams
- Experience with API integrations and modern cloud architecture
- Experience with patient scheduling systems
- Knowledge of HL7/FHIR interoperability standards
- Familiarity with Azure, OutSystems
- Own the technical roadmap for our CRM and contact center platforms, balancing patient experience improvements with operational efficiency and business outcomes
- Lead the continued optimization and evolution of our Genesys Cloud implementation, including IVR/IVA strategy, skills based routing, and AI-powered automation
- Drive Salesforce platform strategy for patient engagement, campaigns, and omni channels
- Define requirements and success metrics for contact center modernization initiatives, working to reduce abandonment rates and improve patient satisfaction
- Translate complex technical capabilities into business value for executive audiences
- Champion data-driven decision making using contact center analytics, CRM insights, and patient journey mapping
- Manage vendor relationships and platform roadmaps for Genesys and Salesforce ecosystems
Benefits
- A Great Place to Work, earning this prestigious award for multiple years running
- Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Paid Holidays, Backup Child/Adult Care as well as other unique benefits
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