Global Revenue – Sr. Product Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of, develop, and sustain the Global Revenue CCaaS Product Roadmap.

• Ensure ongoing alignment of the roadmap with the Global Revenue CRM Product Manager.

• Maintain an in-depth and up-to-date understanding of CCaaS platforms.

• Utilize previous real-world CCaaS implementation experience to inform roadmap decisions.

• Present and robustly advocate for product strategies, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders.

• Promote a globally unified approach to contact center operations.

• Collaborate closely with GTS and Revenue Technology leadership to establish integrated platform strategies.

• Work alongside regional Customer Service and Revenue teams to guarantee consistent adherence to global standards and platforms.

• Facilitate cross-functional workshops to uncover requirements, define user stories, and identify automation opportunities.

• Establish and lead the Global CCaaS Change Control Board.

• Independently collect global requirements and convert them into implementation-ready user stories.

• Develop and oversee a consolidated global backlog of CCaaS and Service Intelligence requirements.

• Collaborate with delivery teams throughout the design, implementation, and stabilization phases.

• Evaluate adoption, performance, and business impact of CCaaS capabilities.

⛳️ Requirements

• Over 8 years of experience in CCaaS technology, contact center operations, or product management within large-scale customer service organizations.

• Proven history of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts, possessing practical knowledge of emerging technologies.

• Hands-on experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/analytics, skills-based routing, and deploying self-service processes and Agentic AI.

• Experience providing support for global service operations across various regions and time zones.

• Demonstrated capability to work independently in a senior PM role with minimal oversight while developing, managing, and communicating a multi-region product roadmap.

• Experience in deploying productivity tools and Agentic AI, as well as utilizing service intelligence platforms in a contact center setting.

• Experience in closely collaborating with CRM product teams and understanding CRM–CCaaS integration patterns.

• Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities.

• Exceptional communication, influence, and executive presentation abilities.

• Familiarity with Salesforce Service Cloud.

🏝️ Benefits

• Comprehensive medical, vision, dental, and life insurance.

• AD&D insurance.

• Short-term and long-term disability insurance.

• Sleep care management.

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Commuter benefits.

• 401(k).

• Employee Stock Purchase Plan (ESPP).

• Employee Assistance Program (EAP).

• Tuition assistance.

• Flexible Time Off (FTO).

• 11 paid holidays plus 3 floating days.

• 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave when welcoming new family members.