**Contact Center Product Manager II- Chat**

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 Chat channel, including digital chat experiences, chat bots, authentication flows, routing, digital self‑service, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Chat products to ensure they are marketable, profitable, compliant with legal and regulatory requirements, and effective in driving increased digital containment and reduced assisted‑channel demand.**

**Primary Responsibilities:**

**Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital self‑service capabilities.**

**Manage the business Chat channel opportunity intake and enhancement pipeline.**

**Lead al...