Global Cloud Contact Center Product Manager

EY; Minneapolis (MN); On-site; USD 120,000 - 255,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Paid time off

Flexible vacation policy

Job summary

EY in the United States is seeking a Customer Contact Experience (CCX) Product Manager to own the business and technology success of EY’s global cloud contact center service. You will shape the product vision, drive the roadmap and coordinate across stakeholders, engineering, security, privacy and external partners.

You’ll manage the full product lifecycle from requirements to delivery, monitor KPIs, and ensure security, compliance and cost-efficiency, while guiding adoption and operational

Qualifications

• Significant experience in technology product management or service ownership.
• Strong knowledge of contact center solutions, preferably in a global cloud environment.
• Business analysis including requirements, stakeholder facilitation and functional specs.
• Experience delivering product activation, communications, documentation and training.
• Experience managing strategic technology suppliers or MSPs.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap.
• Act as voice of the customer for stakeholders, engineering and other teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept to release.
• Oversee service performance, incidents, capacity, DR and continuous improvement.
• Manage Genesys and other suppliers with roadmap alignment and reviews.
• Monitor product costs, licensing and investment requirements.
• Ensure EY security, privacy, data retention and regulatory governance.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs and communicate direction to stakeholders.

Skills

Product management

Roadmap development

Stakeholder management

Cross-functional leadership

Customer focus

Analytics

Cost awareness

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

AWS

Power BI

DevOps

Scripting

Job description

EY in the United States is seeking a Customer Contact Experience (CCX) Product Manager to own the business and technology success of EY’s global cloud contact center service. You will shape the product vision, drive the roadmap and coordinate across stakeholders, engineering, security, privacy and external partners.

You’ll manage the full product lifecycle from requirements to delivery, monitor KPIs, and ensure security, compliance and cost-efficiency, while guiding adoption and operational