GCC Product Manager

APN Consulting Inc; Toronto; Remote; CAD 90,000 - 120,000; Part time

Job summary

A progressive IT staffing firm is seeking a remote GCC Product Manager. The ideal candidate will possess strong contact center technology experience and exceptional communication skills, with a focus on driving innovation and adoption of tools like Genesys Cloud CX. This role involves researching industry trends and working closely with stakeholders to support a Global Contact Center strategy. An inclusive workplace is emphasized, encouraging diverse candidates to apply.

Qualifications

• Strong contact center technology experience required.
• Must have ability to present solutions to business and technical audiences.
• Understanding of contact center operations is essential.

Responsibilities

• Drive adoption of the current toolset, Genesys Cloud CX.
• Research industry trends and identify opportunities for innovation.
• Engage vendors and stakeholders effectively.

Skills

Contact center technology experience

Technical communication skills

Analytical abilities

Organizational skills

Understanding of APIs

Innovation and research skills

Experience with Genesys Cloud CX

SAFe Agile methodology

Tools

Genesys Cloud CX

ServiceNow

Job description

Overview

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.

Position

Position: GCC Product Manager
Location: Remote
Duration: Contract

Responsibilities

Job description & Roles and responsibilities
We are looking for highly seasoned, high-profile, and influential professionals with exceptional communication skills individuals 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

Equal Opportunity

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.