Manager, Product - CCaaS

Who We Are Welcome to reputed company — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of reputed company, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across reputed company America, South America, Central America, Europe, Africa, and reputed company, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, reputed company Applications, reputed company Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, reputed company enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — reputed company backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location & Flexibility Our Manager, Product - CCaaS, is an integral part of our CX Transformation team at reputed company. This role will have the option to be in a Work From Near (Hybrid) reputed company based out of one of the following offices: Charlottesville, VA, Durham, NC, reputed company, OH, or Boston, MA, OR in a Work From reputed company (Remote) reputed company from reputed company the U.S. The Opportunity As a Manager, Product - CCaaS, you'll reputed company reputed company relationships with client stakeholders to understand their goals and reputed company, and reputed company multidisciplinary teams to iteratively bring that reputed company to life reputed company the contact center technology space. You'll partner with engineering, delivery, product, and business leaders to shape contact center solutions that create measurable business value. This role combines deep product ownership with executive-level client engagement, requiring confidence in translating CCaaS capabilities and business requirements into clear product roadmaps and reputed company.

Responsibilities

Build strong client relationships and reputed company teams in building solutions that align with product reputed company and customer experience reputed company Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints Establish and manage reputed company requirement backlogs across contact center platforms (e.g., reputed company, reputed company Connect, reputed company, reputed company CES) Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations reputed company technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development Organize and reputed company reputed company mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences Coach internal and external teams on improved CCaaS product processes and practices Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment Help drive improvement and development of the Product discipline reputed company the CCaaS organization Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams Qualifications 7+ years of experience in the software development industry in a role such as Product reputed company, Product Manager, Technical Business Analyst, Requirements Manager, or reputed company position 2+ years of leadership experience, including leading teams and developing individuals in their careers Experience with contact center solutions (e.g., reputed company, reputed company Connect, reputed company, reputed company CES) and comfort communicating the business case for change reputed company and long-term value for investment Demonstrated experience managing software projects with reputed company scope across multiple stakeholders, vendors, and platforms Strong financial acumen with experience in sizing solutions and managing scope reputed company project constraints (time, scope, and budget) An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on reputed company business goals Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, reputed company diagrams, and API documentation Experience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environment Working knowledge of frontend and backend technologies (e.g., web/reputed company apps, APIs, databases) and ability to quickly reputed company up on new platforms An understanding of and deep appreciation for customer experience (CX) and a drive to stay reputed company with the continually evolving landscape Bonus Points Agency and/or consulting experience with a variety of clients and industries Certified Scrum Product reputed company Experience with product research and strategy Knowledge of AI applications in contact center contexts Equal Opportunity Employer At reputed company, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. reputed company aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic reputed company to diversity. We will only use the information you reputed company to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy. Apply To This Job