We are seeking a highly skilled and motivated Product Specialist based in Dubai to join our local team. This individual will collaborate closely with the local team on ground in GCC, and remotely with our Global Teams based out of Mexico to enhance contact center flows through advanced automation and AI-driven solutions. The ideal candidate should possess a strong background in Customer Support, Customer Experience, CRM, and CLM strategies, and demonstrate proficiency in English and Spanish (strongly desired).

• Support in developing and executing product strategies and roadmaps focused on improving contact center operations.

  
  

• Identify opportunities for implementing AI, chatbots, and automation to enhance customer support and experience.

  
  

• Collaborate with cross-functional teams to design and optimize customer journeys within contact centers.

  
  

• Utilize data-driven insights to drive continuous improvement in customer experience and support processes.

  
  

• Lead the integration and deployment of AI technologies, including large language models (LLMs) and chatbots, to streamline contact center workflows.

  
  

• Oversee the development and implementation of automation solutions to increase efficiency and reduce operational costs.

  
  

• Work closely with the CLM team to implement and manage CRM and CLM strategies to ensure effective customer relationship management and lifecycle management.

  
  

• Utilize advanced analytics to monitor and improve customer interactions and satisfaction levels.

  
  

• Demonstrate expertise in using Genesys Cloud or Twilio Flex platforms for contact center management.

  
  

• Collaborate with technical teams to ensure seamless integration of automation tools and AI solutions.

  
  

• Communicate effectively with senior management, stakeholders, and the recruitment team to align on product goals and objectives.

  
  

• Provide regular updates on product development progress, challenges, and opportunities.

  
  

• Bachelor's degree in Computer Science, Engineering, or a related field. Advanced degree preferred.

  
  

• Minimum of 3 years of experience in product management, with a focus on customer support, CRM, and CLM strategies.

  
  

• Proven track record of implementing AI, chatbots, and automation in contact center environments would be a plus but not required.