Manager, Product – CCaaS
Location
North Carolina + 3 moreAll locations: North Carolina | Ohio | Massachusetts | Virginia
Posted
1 day ago
Salary
$120K - $145K / year
Seniority
Lead
Job Description
Manager, Product – CCaaS
TELUS Digital
• Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes • Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints • Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES) • Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations • Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development • Organize and lead journey 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 within 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
Job Requirements
- 7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position
- 2+ years of leadership experience, including leading teams and developing individuals in their careers
- Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES) and comfort communicating the business case for change decisions and long-term value for investment
- Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms
- Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget)
- An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals
- Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow 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/native apps, APIs, databases) and ability to quickly ramp up on new platforms
- An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape.
Benefits
- Offers Bonus
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