Manager, Product - CCaaS

Responsibilities

• Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes
• Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints
• Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES)
• Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations
• Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development
• Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders
• Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences
• Coach internal and external teams on improved CCaaS product processes and practices
• Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment
• Help drive improvement and development of the Product discipline within the CCaaS organization

Qualifications

• 7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position
• 2+ years of leadership experience, including leading teams and developing individuals in their careers
• Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES) and comfort communicating the business case for change decisions and long-term value for investment
• Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms
• Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget)
• An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals
• Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow diagrams, and API documentation
• Experience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environment
• Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platforms
• An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape