Senior Product Manager CCX – Cloud Contact Center

RiseMe; Washington (District of Columbia); On-site; USD 120,000 - 255,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

401(k)

Paid time off

Flexible vacation

Job summary

EY's Customer Contact Experience (CCX) team seeks a Product Manager to own end-to-end success of EY's global cloud contact center service. You will translate business priorities into a technical roadmap while ensuring the service remains desirable, viable, secure and cost‑effective.

The role leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers, covering the full lifecycle from requirements to

Qualifications

• Significant experience in technology product management or end-to-end technology roles.
• Strong knowledge of contact center and cloud-based solutions.
• Business analysis skills including requirements specification.
• Experience activating product adoption, communications and training.
• Experience managing strategic technology suppliers or MSPs.
• Understanding of security, privacy, governance and regulatory concerns.
• Excellent written and verbal English communication skills.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap, ensuring business value drives the technical roadmap.
• Serve as the voice of the customer for stakeholders and product teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and drive cross-functional delivery from concept to release.
• Oversee service performance, incidents, governance and continuous improvement.
• Maintain oversight of costs, licensing and supplier relationships.

Skills

Product management

Roadmap development

Cross-functional leadership

Stakeholder management

Analytical thinking

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Power BI

Azure

AWS

Job description

EY's Customer Contact Experience (CCX) team seeks a Product Manager to own end-to-end success of EY's global cloud contact center service. You will translate business priorities into a technical roadmap while ensuring the service remains desirable, viable, secure and cost‑effective.

The role leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers, covering the full lifecycle from requirements to