Assistant Director, Cloud Contact Center Product

EY; Austin (TX); On-site; USD 120,000 - 224,000; Full time

Job summary

EY is looking for a Customer Contact Experience (CCX) Product Manager to own end-to-end business and technology success of EY's global cloud contact center service. You’ll shape the product vision and roadmap, translating priorities into the technical plan while ensuring desirability, viability, security and cost-effectiveness.

You’ll collaborate with stakeholders, engineering, security, privacy, procurement and external suppliers across the full product lifecycle, manage backlogs, monitor KPIs,

Qualifications

• Significant experience in technology product management, service ownership or a comparable end-to-end technology role.
• Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.
• Strong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification and maintenance of functional and non-functional requirements.
• Experience planning and delivering product activation, stakeholder communications, documentation and training to increase adoption, remove usage barriers and support organizational readiness.
• Experience managing strategic technology suppliers or managed service providers.
• Understanding of enterprise security, privacy, data protection and regulatory governance.
• Strong written and verbal English communication skills.

Responsibilities

• Own and communicate the CCX business product vision, strategy and roadmap.
• Act as the voice of the customer and point of contact for stakeholders and teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design, testing and release.
• Oversee service performance, incidents, capacity, continuity and improvements.
• Manage Genesys and other technology suppliers, including roadmap alignment and licensing.
• Maintain oversight of product costs, forecasts and investments.
• Ensure compliance with EY security, privacy and risk requirements.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs on performance, adoption and cost.
• Communicate product direction and service changes to senior stakeholders.
• Monitor cloud, automation, analytics and AI developments and evaluate opportunities.

Skills

Strong product management

Roadmap development

Prioritization capability

Lead global multi-disciplinary teams

Customer focus

Stakeholder & supplier management

Analytical and problem-solving

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

Power BI

DevOps

Job description

EY is looking for a Customer Contact Experience (CCX) Product Manager to own end-to-end business and technology success of EY's global cloud contact center service. You’ll shape the product vision and roadmap, translating priorities into the technical plan while ensuring desirability, viability, security and cost-effectiveness.

You’ll collaborate with stakeholders, engineering, security, privacy, procurement and external suppliers across the full product lifecycle, manage backlogs, monitor KPIs,