Contact Center Technology Product Manager

Spirit Omega Inc.; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading technology solutions provider is seeking an experienced Contact Center Technology Product Manager to join their team in Toronto. This hybrid role involves partnering with business leaders to drive the adoption of contact center solutions, utilizing expertise in Genesys Cloud CX. The ideal candidate will have a strong background in contact center operations and excellent communication skills. This position offers a unique opportunity to innovate within the contact center technology space.

Qualifications

• Proven experience designing, deploying, and managing contact center technology solutions.
• Strong knowledge of customer experience best practices.
• Familiarity with APIs and cloud-based technologies.

Responsibilities

• Define and execute technology strategy for the Global Contact Center.
• Drive optimization of the Genesys Cloud CX platform.
• Identify opportunities for innovation in contact center technology.

Skills

Communication skills

Analytical skills

Problem-solving skills

Knowledge of contact center operations

Knowledge of AI / GenAI applications

Tools

Genesys Cloud CX

ServiceNow

Job description

Overview

Position Title: Contact Center Technology Product Manager

Location: Toronto, Ontario (hybrid)

We are seeking an experienced Contact Center Technology Product Manager to join our Global Contact Center (GCC) team. This role will serve as a key liaison between business stakeholders, technology teams, and vendors to drive the adoption, innovation, and optimization of contact center solutions. The successful candidate will leverage their expertise in contact center platforms, particularly Genesys Cloud CX, to ensure alignment between business strategy and technology capabilities, enabling exceptional customer and agent experiences.

Key Responsibilities

• Partner with business leaders, internal teams, and vendors to define and execute the technology strategy for the Global Contact Center.
• Drive the adoption and optimization of the current contact center platform (Genesys Cloud CX), ensuring full functionality is utilized.
• Conduct market research and stay current on industry trends to identify opportunities for innovation in contact center technology.
• Design and present technology-driven solutions to both technical and non-technical stakeholders, including executives.
• Support initiatives that improve automation, customer satisfaction, agent performance, and overall operational efficiency.
• Provide guidance on the integration of APIs, AI / GenAI, and automation tools into contact center workflows.
• Ensure alignment of technology solutions with business objectives and operational needs.
• Contribute to strategic planning and roadmap development for the Global Contact Center.
• Collaborate with project managers and agile teams to deliver solutions effectively.

Qualifications

• Proven experience designing, deploying, and managing contact center technology solutions.
• Strong knowledge of contact center operations and customer experience best practices.
• Expertise with Genesys Cloud CX (or comparable CCaaS platforms).
• Familiarity with ServiceNow and related enterprise service management tools.
• Experience with AI / GenAI applications in customer service environments.
• Solid understanding of APIs, integrations, and cloud-based technologies.
• Excellent communication skills, with the ability to engage both technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• Experience with SAFe Agile, project management methodologies, or BPO environments considered an asset.

Spirit Omega is committed to a diverse and inclusive workplace. We welcome applications from anyone, including members of Indigenous peoples, Women, visible minorities, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.

Looking for more opportunities? Check out our website at jobs.spiritomega.com

Req. #: DLTJP00047710

INDSPO