Senior Product Manager, Cloud Contact Center

EY; Jericho (NY); On-site; USD 120,000 - 255,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Paid time off

Flexible vacation policy

Job summary

EY is seeking a Customer Contact Experience (CCX) Product Manager to own the end-to-end business and technology success of EY’s global cloud contact center service. The role defines the product vision and roadmap, translating business priorities into the technical plan while ensuring the service remains desirable, viable, functional, secure, reliable and cost-effective.

You will work with stakeholders across engineering, operations, architecture, security, privacy, procurement, finance and

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, ensuring that business priorities and desired value drive the technical product roadmap and service offerings.
• Act as the voice of the customer and principal point of contact for business 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, licensing and commercial discussions.
• Maintain oversight of product costs, forecasts, licensing consumption and investment requirements.
• Ensure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements.
• Coordinate required architecture, security, privacy and risk assessments for new capabilities and integrations.
• Define and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes.
• Communicate product direction, releases and service changes to senior stakeholders and user communities.
• Monitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY.

Skills

Product management

Roadmap development

Stakeholder management

Cross-functional leadership

Customer focus

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure / AWS

Job description

EY is seeking a Customer Contact Experience (CCX) Product Manager to own the end-to-end business and technology success of EY’s global cloud contact center service. The role defines the product vision and roadmap, translating business priorities into the technical plan while ensuring the service remains desirable, viable, functional, secure, reliable and cost-effective.

You will work with stakeholders across engineering, operations, architecture, security, privacy, procurement, finance and