1+ months

Contact Center Solutions Product Manager

City of Phoenix
Phoenix, Arizona 85003
  • Job Code
  • Payrate
    $75,712 To $114,962 Yearly
  • Job Type
  • Job Status
    Full Time


During the current health crisis, the majority of job interviews will be held by video or audio conference. In person recruitment and selection processes will be conducted in accordance with recommended safety guidelines (masks, social distancing, and disinfecting between candidates).

Please be aware that you may be required to undergo screening for symptoms of COVID-19 which may include answering questions regarding symptoms or having your body temperature read as part of this job.  You may also be required to wear a face covering or use other personal protective equipment (PPE) related to the COVID-19 pandemic. 

Forbes magazine has named the City of Phoenix as one of America’s top 500 best large employers and the Top 20 best employers in the state. Our IT professionals support the business operations of the City of Phoenix which in turn benefits the Phoenix community.

The Information Technology Services Department (ITS) provides enterprise technology and IT program management to citywide departments. The City has invested in a Cisco contact center solutions product that supports multiple departments, including Water Services, Public Works, Library, Fire, Police, and Human Resources. An experienced Contact Center Product Manager is needed to develop and drive the strategy, vision, and product roadmap of this contact center solution product.

ITS is hiring for an experienced Contact Center Solutions Product Manager. This is a strategic role responsible for conducting customer research and working with business and technical stakeholders to develop and convey product vision. As an innovative collaborator, the Product Manager gains insight into the customer's needs and continuously matches them to the on-going product capabilities.

Key job duties of this position include:

  • Develop the Cisco contact center solutions product strategy, vision, and roadmap with business and technical stakeholders;
  • Work closely with departments, business process partners, and technical teams to advise on Cisco contact center solutions product capabilities and future enhancements;
  • Make timely prioritization decisions based on product analytics, product metrics, and customer feedback through a product dashboard;
  • Lead all aspects of business requirements gathering and writing feature specifications to ensure product goals are met;
  • Partner with the product owner on the execution of product enhancements, including development, software upgrades, and system integration activities;
  • Engage in user experience design, testing, and quality assurance throughout product development;
  • Facilitate and drive alignment among key stakeholders, supplying customer and market research and business analytics;
  • Deliver business requirements and user stories with prioritized features.

This recruitment and any interview process as a result of this recruitment may be used by multiple hiring managers and multiple departments throughout the City to fill any related current or future vacancies; other recruitments and appropriate eligible lists may also be considered.

IDEAL CANDIDATE has the following qualifications and characteristics:

Business-minded, energetic, data-driven, and strategic thinker, with strong technical and communication skills;

  • Strong knowledge of product management best practices, functional design, and application delivery methodology;
  • Ability to articulate complex concepts and contact center capabilities to all stakeholders;
  • Independent, innovative, and creative thinker;
  • Possess high customer service, collaboration, and relationship-building skills;
  • Project management skills.


$75,712 - $114,962 annually. Candidates may be hired above the minimum depending upon qualifications.

A comprehensive benefits package is offered which includes traditional pension with employer and employee contributions; choice of medical HMO, PPO, or HSA/HDHP plan; wellness incentive of up to $720 annually; dental; vision; life insurance; long-term disability; 401(a) and 457 plans; medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan; bus/light rail pass; tuition reimbursement program; paid time off includes 11.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days.  For more details, visit: Unit 7 Benefits


  • Three years of responsible experience in applications analysis project involving multiple computer subsystems, including project leader responsibility.
  • Bachelor's degree in computer science, computer information systems or a related field.
  • An equivalent combination of related experience and education may be considered.
  • The City job description can be found here.
  • All finalists for positions are subject to a criminal background check applicable to the department or position.

PREFERRED QUALIFICATIONS – The minimum qualifications listed above, plus:

  • Five years or more of experience as a Product Manager inclusive of functional design and application delivery.
  • Three years or more of experience managing and/or operating within a Contact Center organization.
  • Direct experience with implementing Contact Center solutions.
  • Master’s Degree in Business/Public Administration, Information Technology or a related field.
  • Relevant certifications such a PMI Certified Project Management Professional (PMP), Agile Certified Practitioner (ACP), Scrum, Six Sigma, Lean, or Kaizen.
  • Experience in user experience design, IT program/project management, and business analysis.
  • Extensive organizational change management experience in dynamic environments.
  • Experience with Lean and Agile development processes.


First review of applications will occur the week of March 29, 2021. Recruitment will close when we have received a sufficient number of qualified applications or on April 12, 2021, whichever is sooner.


Apply online at https://www.phoenix.gov/hr/current-jobs/ by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.



Info Tech Project Manager: Job Code 09440, ID# 38949

City of Phoenix employees commit to Work Smart, Spend Wisely, Be Kind.

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.


Posted: 2021-03-16 Expires: 2021-04-30

Employment Trends

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Contact Center Solutions Product Manager

City of Phoenix
Phoenix, Arizona 85003

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast