Global Cloud CCX Product Manager

EY; Dallas (TX); On-site; USD 120,000 - 245,000; Full time

Job summary

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own end-to-end product success for EY’s global cloud contact center service. You will translate business priorities into the technical roadmap, lead cross-functional teams, and ensure compliance, security and cost-effectiveness across the lifecycle.

You will collaborate with stakeholders, engineering, operations, security and privacy, driving adoption, performance and continuous improvement while measuring success with

Qualifications

• Significant experience in technology product management.
• Experience with cloud contact center solutions, preferably global cloud environment.
• Strong business analysis capability, including problem definition and requirements specification.
• Experience planning product activation, stakeholder communications, documentation and training to drive adoption.
• Experience managing strategic technology suppliers or MSPs.
• 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, ensuring business priorities drive the technical product roadmap.
• Act as the voice of the customer and principal contact for stakeholders, engineering, operations and other product teams.
• Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.
• Oversee service performance, incidents, problems, capacity, business continuity, disaster recovery and continuous improvement.
• Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts and licensing.
• Define and monitor product KPIs covering performance, adoption, customer satisfaction and outcomes.
• Communicate product direction, releases and service changes to senior stakeholders and user communities.

Skills

Product management

Roadmap development

Stakeholder alignment

Cross-functional leadership

Customer focus

Vendor management

Analytical thinking

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

AWS

Power BI

Job description

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own end-to-end product success for EY’s global cloud contact center service. You will translate business priorities into the technical roadmap, lead cross-functional teams, and ensure compliance, security and cost-effectiveness across the lifecycle.

You will collaborate with stakeholders, engineering, operations, security and privacy, driving adoption, performance and continuous improvement while measuring success with