Principal Product Manager, Delivery
East Coast · Hybrid·$155K – $248K·Full-time
about 10 hours
This role is pivotal in enabling Contact Center Technology Support team in setting up accurate routing configurations, thereby allowing contact center teams to service clients efficiently and confidently. By managing call routing requests and coordinating updates across teams, the consultant directly impacts client satisfaction and operational efficiency. The Telecom Workflow Support Consultant bridges business needs and technical execution. Essential functions include, but are not limited to:
Manage Routing Change Requests:
Maintain Routing Documentation:
Coordinate with Product and Account Management:
Collaborate with IT and Telecom Teams:
Serve as Subject Matter Expert:
Participate in Cross-Functional Projects:
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Education:
Bachelor’s degree in Information Technology, Telecommunications, Computer Science, Business or a related field.
Equivalent work experience in telecom or contact center operations may be considered in lieu of formal education.
Experience:
2 - 5 years of experience in contact center operations, telecom support, or call routing administration.
Hands-on experience with contact center platforms (e.g., NICE, Genesys, Avaya, Twilio).
Experience managing IVR configurations, ACD call flows, and DNIS/DID routing logic.
Familiarity with telecom protocols and infrastructure (e.g., SIP, VoIP, PBX, PRI, RTP) preferred.
Technical Skills:
Proficiency in telecom systems and call routing tools.
Intermediate to advanced Excel skills, ability to manage and analyze call data sets.
Knowledge of workforce management and call monitoring tools (e.g., Genesys, NICE, Verint).
Experience with ticketing systems and change management workflows.
Ability to read and interpret call flow diagrams and routing documentation.
Soft Skills:
Strong communication and interpersonal skills, able to liaise effectively with technical and non-technical stakeholders.
Detail-oriented with excellent organizational and documentation abilities.
Problem-solving mindset with the ability to research and resolve routing issues independently.
Ability to work collaboratively across departments and time zones.
Comfortable serving as a subject matter expert and providing guidance to peers.
Additional Considerations
Fluency in English required
Willingness to work in a hybrid environment.
Familiarity with contact center operations in BPO or managed services environments is a plus.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
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Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions, and governments in more than 200 countries and territories to fast, secure and reliable electronic payments. We operate one of the world's most advanced processing networks - VisaNet - that is capable of handling more than 65,000 transaction messages a second, with fraud protection for consumers and assured payment for merchants. Visa is not a bank and does not issue cards, extend credit or set rates and fees for consumers. Visa's innovations, however, enable its financial institution customers to offer consumers more choices: pay now with debit, pay ahead with prepaid or pay later with credit products. For more information, visit usa.visa.com/about-visa, visacorporate.tumblr.com and Visaeurope.com
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