Manager, Product - CCaaS
Core
Lead multidisciplinary teams to build and deliver contact center solutions (CCaaS) that create measurable business value for clients.
Role type
Manager, Product - CCaaS
Builds
Contact center technology solutions and platforms
Domain
Telecommunications / Customer Experience (CX)
Deliverable
product features
Required skills
Contact center solutions expertise, team leadership, requirement backlog management, scope and budget management, technical architecture discussion, journey mapping, AI tool adoption, financial acumen, technical writing, stakeholder communication
Preferred skills
Agency/consulting experience, Scrum certification, product research, AI in contact center contexts
Technologies
Genesys, Amazon Connect, Five9, Google CES
Responsibilities
Build client relationships and lead teams to align solutions with product vision; Collaborate with cross-functional teams to deliver products within constraints; Manage complex requirement backlogs for CCaaS platforms; Facilitate scope management and feature prioritization; Lead technical discussions on system architecture and integrations; Organize product workshops with stakeholders; Coach teams on CCaaS processes; Mentor product team members; Drive Product discipline improvement within the organization.
Seniority
Manager, hands-on leadership