Global Cloud CCX Product Manager

EY; Washington (District of Columbia); Vor Ort; USD 120.000 - 245.000; Vollzeit

Zusammenfassung

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own end-to-end business and technology success of EY’s global cloud contact center service. You will shape the product vision, drive the roadmap and lead cross-functional teams across engineering, operations, and security to deliver value, reliability and compliant solutions.

The role requires translating business priorities into technical outcomes, managing budgets, and coordinating supplier relationships while

Qualifikationen

• Significant experience in technology product management or service ownership.
• Strong knowledge of contact center and cloud solutions.
• Excellent English communication; ability to translate business needs into technical outcomes.
• Experience managing strategic technology suppliers.

Aufgaben

• Own and communicate the CCX business product vision, strategy and roadmap, ensuring business priorities drive the technical product roadmap and service offerings.
• Act as the voice of the customer and principal point of 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 delivery from concept through design, testing, release and operational readiness.
• Oversee service performance, incidents, capacity, business continuity and continuous improvement.
• Coordinate architecture, security, privacy and risk assessments for new capabilities and integrations.
• Define and monitor product KPIs covering performance, adoption, customer satisfaction and delivery outcomes.
• Communicate product direction, releases and service changes to senior stakeholders and user communities.

Kenntnisse

Product management

Roadmap development

Prioritization

Stakeholder management

Customer focus

Analytical skills

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

AWS

Power BI

DevOps

Scripting

Jobbeschreibung

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own end-to-end business and technology success of EY’s global cloud contact center service. You will shape the product vision, drive the roadmap and lead cross-functional teams across engineering, operations, and security to deliver value, reliability and compliant solutions.

The role requires translating business priorities into technical outcomes, managing budgets, and coordinating supplier relationships while