Own, develop, and maintain the Global Revenue CCaaS Product Roadmap
Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager
Maintain deep, current knowledge of CCaaS platforms
Apply prior real-world CCaaS implementation experience to guide roadmap decisions
Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders
Drive a globally harmonized approach to contact center operations
Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies
Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms
Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation
Establish and chair the Global CCaaS Change Control Board
Independently gather global requirements and translate them into implementation-ready user stories
Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements
Partner with delivery teams throughout design, implementation, and stabilization phases
Measure adoption, performance, and business impact of CCaaS capabilities

8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations
Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies
Hands-on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/ analytics and skills-based routing and experience with deploying self-serve processes and Agentic AI
Experience supporting global service operations across multiple regions and time zones
Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi-region product roadmap
Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting
Experience collaborating closely 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
Excellent communication, influence, and executive presentation skills
Experience with Salesforce Service Cloud.

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

Global Revenue – Sr. Product Manager

Key skills