**Contact Center Product Manager II- Voice**

**Location: Buffalo, NY | 4 days in office and 1 day from home**

**Overview:**

**Responsible for the management of multiple product lines or services within the Voice channel for a major market segment, including IVR, call routing, voice bots, self‑service capabilities, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Voice products to ensure they deliver strong customer outcomes, increase containment, and remain marketable, profitable, and compliant with legal and regulatory requirements. The Product Manager – Voice owns the full product lifecycle and drives continuous improvement through analysis, collaboration, and execution.**

**Primary Responsibilities:**

**Manage the Voice channel product portfolio, including IVR, routing logic, prompts, call flows, callback experiences, and voice bot functionality.**

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