GCC Product Manager

Jobs via Dice; Toronto; Remote; CAD 90,000 - 120,000; Full time

Job summary

A dynamic IT staffing company is searching for a GCC Product Manager to support a Global Contact Center. The role focuses on driving innovation and adoption of contact center technology, prioritizing Genesys Cloud CX. Candidates should possess strong communication skills and experience with industry trends, and have a mid-senior level background, working in a remote environment.

Qualifications

• Strong contact center technology experience required.
• Ability to present solutions to both technical and non-technical audiences.
• Experience with Genesys Cloud CX or similar CCaaS solutions.

Responsibilities

• Drive innovation for contact center operations and automation.
• Present potential solutions to business and technical audiences.
• Research industry trends and identify technology opportunities.

Skills

Contact center technology experience

Analytical abilities

Communication skills

Research skills

Agile methodologies

Tools

Genesys Cloud CX

ServiceNow

APIs

Job description

Overview

Position : GCC Product Manager

Location : Remote

Duration : Contract

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Responsibilities

We are looking for highly seasoned, high-profile, and influential professionals with exceptional communication skills who can effectively engage and command the attention of vendors and stakeholders at the Managing Director (MD) level and above. Experience within the contact sectors is also required.

High Level Job Description

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, 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 designing, deploying, managing, and driving innovation for Contact Center technology
• Ability to present potential solutions to business and technical audiences at executive and managerial level
• 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
• Strong contact center technology experience required
• Genesys Cloud CX experience preferred, but other CCaaS solution experience considered
• ServiceNow experience a plus
• AI and GEN AI experience needed
• Strong understanding of API\'s
• SAFe Agile and Project management skills a plus
• BPO experience helpful

Qualifications

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.

Details

• Seniority level : Mid-Senior level
• Employment type : Contract
• Job function : Product Management and Marketing
• Industries : Software Development

We do not include unrelated postings or placeholders in the description.