Sr Principal Product Manager, Contact Center Platforms
Core
Transform Ingram Micro's global contact center ecosystem into a high-performing, standardized, AI-enabled customer engagement platform with primary ownership of NICE CXone.
Role type
Sr Principal Product Manager, Contact Center Platforms
Builds
AI-powered customer experience platform (NICE CXone) for global B2B technology experts
Domain
IT Sales Channel / Contact Center Operations / AI & Automation
Deliverable
production ML models | product features
Required skills
NICE CXone platform ownership, IVR flow standardization, vendor relationship management, AI-enabled CX strategy, omnichannel journey design, contact center KPI framework, platform stabilization, cross-functional leadership
Preferred skills
Experience with Genesys/Five9/Avaya, intelligent automation implementation, agent workflow optimization, executive communication
Technologies
NICE CXone, Zendesk, Netomi, Dynamics
Responsibilities
Own NICE CXone global strategy and roadmap; Standardize IVR flows and routing logic across regions; Drive AI-enabled CX capabilities (conversational AI, agent assist); Establish KPI frameworks for abandonment, AHT, and CSAT; Partner with Engineering for platform scalability; Lead cross-functional accountability for performance outcomes
Seniority
Senior, hands-on IC with strategic ownership