Contact Center Delivery Product Manager
Role summary
This role is for a Contact Center Delivery Product Manager with a strong background in contact center technology and experience in supporting a Global Contact Center. The Product Manager will integrate business strategy with software capabilities to define the vision and direction for the Global Contact Center. Key responsibilities include driving the adoption of Genesys Cloud CX and ServiceNow, researching industry trends, identifying innovation opportunities, and leveraging evolving technologies to enhance automation, agent/customer satisfaction, and operational efficiency. The role requires strong analytical, organizational, and communication skills, with the ability to manage large-scale, complex technology programs and multi-disciplinary teams.
Seeking Professional with strong contact center technology experience to join our team in support of a Global Contact Center. Working with vendors and internal teams the resource must be able to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for the GCC. This role will help drive the adoption of the current toolset, Genesys Cloud CX and ServiceNow as our CRM to ensure full functionality is being leveraged to support the business. Responsible to conduct research of industry trends and identify opportunities for innovation leveraging current and evolving technologies.
- Experience in deploying, managing, and driving innovation for Contact Center technology using ServiceNow ITSM
- Good understanding of all aspects of Contact center operations.
- Requires ability to understand and relate to the business objectives and drive the application of technology solutions.
- Ability to research and stay current on contact center industry trends, identify technology opportunities, present them for consideration.
- Drive innovation for contact center automation, agent and customer satisfaction, and overall operational efficiency.
- Ability to adjust communications to both technical and non-technical audiences.
- Must have strong analytical abilities and organizational/planning abilities.
Required:
- 7+ years of experience in technology delivery, including leadership of large-scale, complex programs.
- Proven track record in managing multi-disciplinary teams and delivering enterprise-grade solutions.
- Strong stakeholder management and executive communication skills.
- Advanced understanding of delivery methodologies (Agile, Waterfall, Hybrid).
- Strong contact center technology experienceServiceNow experience
- AI and GEN AI experience
- Strong understanding of API’s
- Bachelor’s or Master’s degree in Computer Science, Engineering, or related
Preferred:
- Genesys Cloud CX experience preferred, but other CCaaS solution experience considered
- SAFe Agile and Project management skills
- BPO experience
- Certifications PMP, Scrum Master, AWS/Azure, etc.