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Extra Duty Solutions · 1 day ago

Technical Product Manager – Contact Center & AI Platforms

Huntersville, NC

Full-time

Onsite

Mid Level

Extra Duty Solutions (EDS) is hiring a hands-on Technical Product Manager to personally administer, configure, and operate their contact center and AI-powered virtual agent platforms in production. This role involves direct configuration changes, troubleshooting live issues, and owning the technical operation of these systems while maintaining product ownership and accountability.

Law EnforcementLegalOffice AdministrationProfessional Services

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Direct administration and configuration of the Five9 contact center platform, including queues, skills, routing logic, IVRs, call flows, recording rules, and reporting

Configuration and tuning of AI-powered virtual agent workflows, including intents, prompts, escalation paths, fallback behavior, and error handling

End-to-end ownership of call routing and AI-to-human handoff behavior in production

Ownership of technical systems supporting Client Success and Account Management teams

Definition of integration requirements across internal platforms using APIs and webhooks

Ability to translate AI agent outcomes into executable actions by generating and triggering API calls into internal software systems (for example, create or update records, submit requests, retrieve status)

KPI ownership including containment rate, transfer rate, call resolution, and operational efficiency

Partner with Client Success, Account Management, and leadership to introduce AI-driven call workflows

Support customer acceptance through defined use cases, guardrails, and escalation standards

Incorporate customer and internal feedback into iterative improvements

Participate in customer pilots, reviews, or escalations related to AI-assisted call handling as needed

Qualification

Five9 administrationIVR configurationAPI integrationAI-driven workflowsTroubleshooting call routingCustomer acceptanceTechnical ownership

Required

Hands-on Five9 administration experience in a production environment

Direct experience making configuration changes yourself, not via vendors or separate administrators

Experience configuring and tuning IVR or AI-driven call flows

Experience troubleshooting live call routing, escalation, or handoff issues

Comfort working with APIs, webhooks, and integrated backend systems

Experience translating conversational outcomes into system actions via API calls (REST/JSON), including authentication, payload construction, error handling, and retry or fallback behavior

Working understanding of event-driven workflows and integration patterns and how they impact reliability and customer experience

Benefits

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Company

Extra Duty Solutions

Extra Duty Solutions provides privatized solutions to law enforcement agencies.

Founded in 2015

Shelton, Connecticut, USA

51-200 employees

https://www.extradutysolutions.com

H1B Sponsorship

Extra Duty Solutions has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (3)

Funding

Current Stage

Growth Stage

Total Funding

unknown

Key Investors

Bregal Sagemount

2025-06-26Private Equity

Leadership Team

Guy Smith

Chief Financial Officer

Recent News

Government Technology US

Gov Tech Biz Quarterly Roundup: Q2 2025 With Jeff Cook

2025-07-29

PR Newswire

Extra Duty Solutions Celebrates Milestone: 250 Full-Service Law Enforcement Agencies and Counting

2025-07-01

FinSMEs

Extra Duty Solutions Raises Equity Funding

2025-06-28

Company data provided by crunchbase