Global Revenue CCaaS Sr. Product Manager

Job description

Accountabilities: Lead the definition, execution, and continuous evolution of a global CCaaS product strategy that supports enterprise-wide customer service transformation and operational excellence. Own and maintain the global CCaaS product roadmap, ensuring alignment with business priorities, CRM strategy, and technology capabilities Translate complex global requirements into clear user stories, functional specifications, and prioritized backlog items Drive integration and alignment between CCaaS, CRM, and service intelligence platforms to enable seamless customer and agent experiences Lead stakeholder engagement across global, regional, and technical teams, facilitating workshops and prioritization discussions Establish governance processes such as change control boards and ensure transparent decision-making across initiatives Guide implementation of advanced capabilities including AI-driven routing, analytics, automation, and agent assist tools Measure platform performance and adoption, continuously refining roadmap decisions based on data-driven insights Requirements: You are a seasoned CCaaS product leader with deep hands-on experience in contact center technologies and a strong ability to bridge technical execution with strategic vision. 8+ years of experience in CCaaS, contact center operations, or product management in enterprise environments Strong hands-on expertise with NICE inContact, including routing, IVR/IVA, reporting, and agent workflows Proven experience delivering large-scale CCaaS implementations and global rollouts Experience working with Salesforce Service Cloud and CRM–CCaaS integration patterns Strong understanding of service intelligence platforms, AI-driven contact center capabilities, and automation tools Ability to independently manage global product roadmaps and operate in complex, multi-region environments Excellent communication, stakeholder management, and executive-level presentation skills Experience collaborating with engineering or architecture teams to ensure feasibility and delivery alignment Familiarity with tools such as RingCentral, Jira, or similar platforms is a plus Benefits: Competitive global compensation package aligned with experience and seniority Comprehensive health, dental, and vision coverage for employees and dependents Flexible remote work environment across Canada Generous paid time off, holidays, and wellness-focused benefits Equity or long-term incentive opportunities (where applicable) Career development in a global, innovation-driven organization Exposure to enterprise-scale transformation and cutting-edge CCaaS technologies Inclusive and collaborative work culture focused on impact and continuous improvement How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Global Revenue CCaaS Sr. Product Manager in Canada. This role sits at the center of a global transformation of customer service technology, shaping how enterprise-scale contact center capabilities are designed, integrated, and optimized across multiple regions. You will define and drive the end-to-end CCaaS product strategy and roadmap, ensuring alignment between customer experience, operational efficiency, and enterprise architecture. Working across platforms such as NICE inContact, RingCentral, Salesforce Service Cloud, and service intelligence tools, you will translate complex business and technical needs into scalable solutions. This is a highly strategic and hands-on position requiring deep CCaaS expertise, strong stakeholder influence, and the ability to operate across global, cross-functional teams. You will collaborate closely with CRM product leadership and global technology teams to ensure seamless, integrated customer and agent experiences. The environment is fast-evolving, data-driven, and focused on delivering measurable business impact at scale.