Salary: £17,500 – 45,500 per year
Requirements:
- We require 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
- We require experience working with Five9 Cloud.
- We expect knowledge of outbound dialing technologies, including predictive, preview, and progressive dialing, as well as campaign management.
- We expect experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
- We expect an understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
- We require familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.
- We expect experience working with cross-functional teams across Product, Technology, Operations, and vendor organizations.
- We require proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.
- We consider experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms an advantage.
- We value experience supporting digital servicing channels such as voice, chat, SMS, or messaging.
- We value familiarity with customer authentication, identity verification, or fraud prevention solutions.
- We consider experience with analytics and reporting tools such as Power BI, Tableau, SQL, or Excel an advantage.
- We consider exposure to regulated industries such as financial services a plus.
Responsibilities:
- We rely on this role to support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
- We expect the role to partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements.
- We expect the role to translate business requirements into user stories, acceptance criteria, and prioritized backlog items.
- We expect the role to participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
- We rely on this role to coordinate delivery of new features, enhancements, upgrades, and production releases.
- We expect the role to support user acceptance testing, defect triage, production validation, and release readiness activities.
- We expect the role to monitor product performance and operational metrics, identifying opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
- We expect the role to collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability.
- We expect the role to assist with implementing new dialing capabilities, automation, integrations, and workflow improvements.
- We expect the role to develop product documentation, process guides, release communications, and training materials to support adoption.
- We expect the role to analyze user feedback and operational insights and recommend product improvements and future roadmap opportunities.
- We expect the role to ensure platform capabilities align with regulatory, security, and compliance requirements.
Technologies:
- Azure
- Cloud
- Confluence
- CRM
- DevOps
- Excel
- Genesys
- Support
- JIRA
- Power BI
- Product Manager
- SQL
- Security
- Tableau
More:
We are Miratech, a global IT services and consulting company that brings together enterprise and start-up innovation to support digital transformation for major enterprises. Since our founding in 1989, our values-driven culture of Relentless Performance has helped us meet or exceed project objectives in more than 99% of engagements. We operate in over 25 countries across five continents, employ nearly 1,000 full-time professionals, and have an annual growth rate exceeding 25%. We are looking for a Junior Product Manager to help shape and enhance our cloud-based customer engagement platform, supporting large-scale service operations and improved customer experiences. The role offers competitive pay and benefits, including health insurance, language courses, and a relocation program; remote-work flexibility; professional development and mentorship opportunities; global client projects; and an inclusive, multicultural team environment. The role involves working from our London or Brighton office three days per week.
last updated 40 week of 2026
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