Global Revenue CCaaS Sr. Product Manager - Remote

ResMed Inc; Halifax; Remote; CAD 239,133 - 267,267; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

HSA

FSA

Commuter benefits

401(k)

ESPP

EAP

Tuition assistance

Flexible Time Off

Caregiver leave

Job summary

ResMed Inc is seeking a Global Revenue CCaaS Senior Product Manager to drive contact center transformation across leading CCaaS platforms worldwide. You will own the product strategy, roadmap, governance, and cross‑functional execution spanning NICE inContact, RingCentral, Salesforce Service Cloud, and Observe.ai Service Intelligence.

You will lead global roadmaps, collaborate with GTS and Revenue Technology, and champion data‑driven decisions, AI capabilities, and scalable, regionally aware

Qualifications

• 8+ years in CCaaS, contact center operations, or product management for large-scale customer service.
• Experience leading CCaaS platform implementations or global rollouts.
• Hands-on with NICE inContact routing, IVR/IVA design, agent experience, and reporting.

Responsibilities

• Own, develop, and maintain the Global Revenue CCaaS Product Roadmap.
• Align roadmap with Global Revenue CRM Product Manager.
• Maintain knowledge of CCaaS platforms and design considerations.
• Present strategy and roadmap to global leaders and executives.
• Drive a harmonized global approach to contact center operations.

Skills

CCaaS experience

Product management

Global rollout

NICE inContact

RingCentral

Salesforce Service Cloud

Jira/Asana

Executive communication

Tools

NICE inContact

RingCentral

Salesforce Service Cloud

RightAnswers

Observe.ai

Jira

Asana

Job description

Role Overview

Global Revenue CCaaS Senior Product Manager – responsible for driving contact center transformation through innovation, stakeholder collaboration, and customer‑centric product delivery across the world’s leading CCaaS platforms. Lead the evolution of Resmed’s global contact center technology ecosystem, defining and driving product strategy, roadmap, governance, and operational alignment across key platforms including RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence.

Responsibilities

• Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy.
• Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation.
• Maintain deep, current knowledge of CCaaS platforms, with hands‑on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting.
• Apply real‑world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility.
• Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders.
• Drive a globally harmonized approach to contact center operations while respecting regional requirements and constraints.
• Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM, and Service Intelligence ecosystems.
• Serve as a hands‑on thought partner to GTS, leveraging implementation experience to align on solution design, sequencing, and delivery approach.
• Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms.
• Lead cross‑functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains.
• Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritization across regions and functions.
• Act as a strategic advisor, influencing organizational direction through data‑driven insights, best practices, and deep technical understanding.
• Independently gather global requirements and translate them into implementation‑ready user stories and functional specifications.
• Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements, co‑prioritized with business partners and GTS.
• Align roadmap planning with CRM product leadership to ensure complementary delivery of sequencing and shared integration milestones.
• Evaluate platform capabilities and dependencies across NICE inContact, RingCentral, Salesforce, and Service Intelligence tools, supporting GTS in technical solutioning.
• Partner with delivery teams throughout design, implementation, and stabilization phases to ensure solutions are scalable, supportable, and adopted.
• Measure adoption, performance, and business impact of CCaaS capabilities and continuously refine the roadmap based on insights and outcomes.
• Guide the implementation and optimization of AI‑driven capabilities such as Real‑Time Agent Assist, AutoQA, sentiment analysis, and interaction analytics.

Qualifications

• 8+ years of experience in CCaaS technology, contact center operations, or product management supporting large‑scale customer service organizations.
• Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies.
• Hands‑on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/analytics and skills‑based routing, and experience deploying self‑serve processes and Agentic AI.
• Experience supporting global service operations across multiple regions and time zones.
• Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi‑region product roadmap.
• Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting.
• Experience collaborating closely with CRM product teams and understanding CRM‑CCaaS integration patterns.
• Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities.
• Excellent communication, influence, and executive presentation skills.
• Experience with Salesforce Service Cloud.
• Preferred: Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM).
• Experience with RingCentral, NICE, Right Answers Knowledge platform, and AI‑driven Service Intelligence platforms.
• Experience with Jira or Asana.
• Prior experience in a global Customer Service or Revenue Operations environment.
• Strong interpersonal and communication skills and comfort in an open cross‑functional environment.
• Demonstrate strategic problem‑solving and analytical thinking capability.

Benefits

• Comprehensive medical, vision, dental, and life insurance (AD&D).
• Short‑term and long‑term disability insurance.
• Sleep care management.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k) plan.
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Tuition assistance.
• Eligible for Flexible Time Off (FTO) and 11 paid holidays plus 3 floating days.
• 14 weeks primary caregiver leave and 2 weeks secondary caregiver leave for new family members.
• Base salary range: $170,000 to $190,000 USD.

We commit to respond to every applicant.