Global Revenue CCaaS Sr. Product Manager - Remote
Core
Define and drive product strategy, roadmap, and operational alignment for Resmed's global contact center technology ecosystem to support sleep apnea and chronic disease care.
Role type
Senior Product Manager (CCaaS)
Builds
Global contact center platforms (RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers, Observe.ai) for healthcare professionals and caregivers.
Domain
Healthcare technology / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features
Required skills
CCaaS platform expertise, NICE inContact implementation, Salesforce Service Cloud, CRM-CCaaS integration, global service operations, product roadmap ownership, stakeholder influence, AI/Service Intelligence platforms
Preferred skills
CSPO/CSM certification, RingCentral experience, Jira/Asana proficiency, global revenue operations background
Technologies
NICE inContact, RingCentral, Salesforce Service Cloud, RightAnswers, Observe.ai, Jira, Asana
Responsibilities
Own the Global Revenue CCaaS Product Roadmap; Partner with GTS and regional teams to align platform strategies; Lead cross-functional workshops for requirements and user stories; Establish and chair the Global CCaaS Change Control Board; Guide implementation of AI-driven capabilities (Real-Time Agent Assist, AutoQA, sentiment analysis); Measure adoption and business impact of CCaaS capabilities
Seniority
Senior, hands-on IC