Product Manager II (Recording/QM)

inContact, Inc. (NASDAQ: SAAS) is a provider of on-demand call center software. The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution.

The overall objective of the Product Manager II is to maximize revenue and margin growth. He/she is the product champion both within and outside the company and will be viewed as the "expert" for accurate and credible information on our voice recording and quality management product offerings. The Product Manager – Recording/QM interacts with vendors, engineering, operations, management, training, sales, marketing, prospects, and clients to guide new product development efforts of assigned products. The Product Manager is responsible for creating the concepts, requirements, product marketing materials, and a variety of analyses for new products and product improvements.

* Proactively seek feedback from customers and prospects. * Analyze, document, and communicate intelligence regarding client and prospect feedback looking specifically for unfulfilled needs for new opportunities. * Analyze, document, and communicate intelligence regarding industries and markets including trends and new opportunities. * Analyze, document, and communicate intelligence regarding competitors capabilities, key strengths and weaknesses, pricing, and competitive positioning. * Facilitate collaborative meetings to research and document product development ideas and concepts across multiple departments. * Plan, document, and communicate new product development and product improvement projects with accompanying revenue opportunity documents, use cases, features and requirements, interaction design stories, and launch plans. * Perform analyses to aide in decision making regarding feature improvements, new feature developments, and call recording integrations. * Build and maintain positive relationships with partners to secure lab systems. * Work closely with R&D teams to guide feature and integration development. * Acting subject matter expert expected to know and understand new features and feature improvement. * Provide responsive technical support to customers and partners. * Train employees and agents to better understand new products and product improvements. * Occasionally work with sales to assist with sales opportunities. * Day to day project management, coordination, and delivery of projects related to assigned products. * Occasional travel for client visits, tradeshows, and sales support.

**To Land This Gig You'll Need:** * Bachelor’s degree in Computer Science, Information Technology or related field or equivalent work experience required. Bachelor’s degree preferred. * Telecommunications, software development, networking, hosted applications, or other similar technical products experience. * 5+ years of product management experience with formal product management techniques, tools, and principles involved in planning and delivering new software products and services. * Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences. * Requires interaction with customers, prospects, sales, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience. * Excellent oral and written communication skills in English including vocabulary, spelling, composition, and grammar. * Reading and comprehension and understanding technical information well enough to convey in original written communications to multiple audiences. * Personal interaction with technical resources and listen carefully, taking time to understand the points being made, and asking questions where appropriate. * Excellent skills with specialized computer software for drafting and producing documents and diagrams * Driven self-starter; detail oriented, clear, logical thinker, technical thinker, bright and energetic * Works well in fast paced, high pressure environments with the ability focus on goals and objectives **Bonus Experience:** * Project management and project communication techniques and tools. This includes alternative ways to inform via written, oral, and visual media. * Time management experience (managing own time and balancing many different projects simultaneously in a fast paced environment). * Ability to personally interact with technical resources and listen carefully, taking time to understand the points being made, and asking questions where appropriate