CCaaS Product Manager, Global Revenue & Contact Center
Overview
Own the global CCaaS product roadmap for ResMed's contact center ecosystem, spanning RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers, and Observe.ai. You will define strategy, drive transformation, and align with regional leaders and GTS to deliver scalable, AI-enhanced customer experiences. This role demands 8+ years of hands-on CCaaS expertise and independent leadership in a complex, multi-region environment. You will chair the Global CCaaS Change Control Board and shape the future of service delivery across 140+ countries.
What You'll Do9
- 1Own and evolve the global CCaaS product roadmap, aligning priorities with business needs and enterprise strategy.
- 2Partner with CRM product leadership to coordinate delivery sequencing and integration milestones.
- 3Apply hands-on NICE inContact expertise to guide routing, IVR/IVA design, agent workflows, and reporting.
- 4Present and defend product strategies and roadmap decisions to executive stakeholders and global leaders.
- 5Lead cross-functional workshops to capture requirements and identify automation, AI, and efficiency opportunities.
- 6Establish and chair the Global CCaaS Change Control Board for transparent governance and prioritization.
- 7Translate global requirements into user stories and functional specs, maintaining a unified product backlog.
- 8Measure adoption and business impact, refining the roadmap based on data-driven insights and outcomes.
- 9Guide implementation of AI capabilities like Real-Time Agent Assist, AutoQA, and sentiment analysis.
Requirements9
- 18+ years in CCaaS technology, contact center operations, or product management at scale.
- 2Proven success leading CCaaS platform implementations or global rollouts, with practical knowledge of emerging tech.
- 3Hands-on experience with NICE inContact including routing, IVR/IVA design, skills-based routing, and reporting.
- 4Experience deploying self-serve processes and Agentic AI, and using service intelligence platforms.
- 5Track record supporting global service operations across multiple regions and time zones.
- 6Ability to work independently as a senior PM, managing a multi-region roadmap with minimal oversight.
- 7Experience collaborating with CRM product teams and understanding CRM-CCaaS integration patterns.
- 8Strong partnership skills with technical teams like GTS, aligning roadmap with architectural feasibility.
- 9Excellent communication and executive presentation skills, with experience using Salesforce Service Cloud.
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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