Global Revenue CCaaS Senior Product Manager
New
CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Artificial IntelligenceProduct ManagementJiraCRM
Requirements
- 8+ years of experience in CCaaS, contact center operations, or product management in enterprise environments.
- Strong hands-on expertise with NICE inContact (routing, IVR/IVA, reporting, agent workflows).
- Proven experience delivering large-scale CCaaS implementations and global rollouts.
- Experience working with Salesforce Service Cloud and CRM–CCaaS integration patterns.
- Understanding of service intelligence platforms, AI-driven contact center capabilities, and automation tools.
- Ability to independently manage global product roadmaps.
- Excellent communication, stakeholder management, and executive-level presentation skills.
- Experience collaborating with engineering or architecture teams.
Responsibilities
- Lead the definition, execution, and continuous evolution of a global CCaaS product strategy.
- Own and maintain the global CCaaS product roadmap.
- Translate complex global requirements into clear user stories and prioritized backlog items.
- Drive integration and alignment between CCaaS, CRM, and service intelligence platforms.
- Lead stakeholder engagement across global, regional, and technical teams.
- Establish governance processes and ensure transparent decision-making.
- Guide implementation of advanced capabilities including AI-driven routing and analytics.
- Measure platform performance and refine roadmap decisions based on data.
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