Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

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Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

Reporting to the Director of Product Management of the Security and Biometrics business unit, as Principal Product Manager and Product Owner – Contact Center, you are responsible for the Security and Biometrics telephony, contact center and CCaaS product portfolio and roadmap. You are also responsible for updating, prioritizing and grooming the backlog, writing epics and user stories, and leading the scrum team through each sprint. You ensure business objectives, product vision and strategy are met.

You possess technical expertise in the Call Center and CCaaS market, see trends, and can devise a solid business strategy that will simplify integrations and scale.

You thrive in a fast-paced, dynamic and innovative environment, and embrace Agile processes to drive rapid, continuous updates and improvements.
 

Principal Duties and Responsibilities:

• Product Manager and Product Owner of the Security and Biometrics
• Contact Center and CCaaS Roadmaps, with delivery and oversight of all product launch activities
• Product vision and the strategy to deliver against the vision
• Providing market and technical requirements, defining priorities, and leading the scrum
• Entire lifecycle, key features and capabilities delivered in an agile development environment.
• 3rd party relationships in the Telephony, Contact Center and CCaaS market
• Obtaining market and customer feedback
• Identifying and establishing strategic partners
• Communication and collaboration with multiple lines-of-business and multi-disciplinary internal stakeholders.
• Delivering the right solutions to enable downmarket growth of the security and biometrics business

Qualifications:

Education: Bachelor’s degree in Engineering (ideally Telecommunications), Computer Science or related field. A Master’s degree in Business is an asset.

Minimum years of experience : 7 years of relevant work experience

Required skills:

• In-depth knowledge of the Contact Center and CCaaS market, technologies and vendors
• Experience managing technology products and strong product management skills
• Knowledge of telephony platforms and systems (CTI/SBC/Call Centers)
• Knowledge of communication protocols and methodologies (eg VOIP, SIP, SPAN, webRTC,…)
• Technical ability, understanding of architecture diagrams, APIs, designs
• Experience developing technical requirements
• Knowledge of Agile process and principles
• Excellent communication, presentation and leadership skills
• Strong analytical, technical, and interpersonal skills
• Must portray high levels of professionalism, appearance, motivation, and positive attitude in all endeavors

Preferred skills:

• Knowledge of authentication, fraud and biometrics
• Basic understanding of Artificial Intelligence Machine Learning

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.