Product Manager II

About the Role

The Product Manager II – Contact Center Enterprise Services is responsible for leading the strategy, lifecycle, technical integration, and continuous improvement of enterprise contact center technologies and services. This position serves as a key bridge between business operations and IT, translating customer and organizational needs into technology strategies, product roadmaps, technical requirements, and scalable solutions.

Responsibilities

• Provide strategic and technical leadership for contact center platforms, applications, integrations, APIs, automation, and related enterprise services.
• Define product direction, evaluate emerging technologies, prioritize enhancements, and manage the product lifecycle.
• Coordinate cross-functional IT, business, development, and vendor teams to deliver reliable, secure, scalable, and competitive solutions.
• Provide programming, application development, and API integration support, including software development, scripting, configuration, testing, troubleshooting, system interfaces, data mapping, and integration between contact center platforms and enterprise applications.
• Work closely with enterprise architecture, cybersecurity, infrastructure, application development, networking, data, service management, and business teams to ensure compliance with organizational IT standards and security requirements.
• Participate throughout the development and technology lifecycle, including requirements analysis, solution design, development, testing, implementation, release management, production support, and continuous improvement.
• Manage vendors and technologies, ensure system performance and reliability, and identify opportunities to leverage APIs, integrations, AI, and emerging technologies to improve customer experience and operational efficiency.
• Ensure enterprise contact center services remain reliable, secure, integrated, scalable, user-focused, and aligned with organizational strategy, while driving technology adoption, operational improvements, customer experience, and long-term organizational growth.

Qualifications

• Knowledge of product or market, including specific technical or industry knowledge.
• Project management and interpersonal skills.
• Skill in directing and coordinating the work of others.
• Ability to establish and maintain effective working relationships with state employees and officials.
• Ability to cultivate a supportive and inclusive work environment for all employees.
• Superior communication skills, both oral and written, with the ability to present to diverse audiences.
• Ability to consider the impacts of work and perspectives of multiple communities in technical analysis and decision-making processes.

Requirements

• A bachelor's degree and three (3) years of experience in Management Information Systems (MIS), Computer Science, Public Health, Social Work, or a related field.
• OR an equivalent combination of education and experience.

Pay

Annual Salary: $85,000.00

Location

Oklahoma City, OK

If you have questions, please contact DHS.Careers@okdhs.org

OKDHS is a Fair Chance Employer. This is a position in the Oklahoma Civil Service. Announcement Number: 26-BB175 P102783/JRR64192