Senior Product Manager, Cloud Contact Center (CCX)

EY; Boston (MA); On-site; USD 144,000 - 245,000; Full time

Benefits offered by this job

Total Rewards package

Flexible vacation policy

Paid time off

Job summary

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own the business and technical success of EY’s global cloud contact center service. You will shape the product vision, translate business needs into a robust technical roadmap, and drive delivery across engineering, operations and security teams.

The role emphasizes end‑to‑end lifecycle management, collaboration with stakeholders, and responsible AI, privacy and risk compliance.

Qualifications

• Significant experience in technology product management or a similar role.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap and align it with business priorities.
• Act as the voice of the customer and primary point of contact for stakeholders and product 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, and continuous improvement.
• Manage technology suppliers and contracts, including roadmap alignment and reviews.
• Maintain oversight of product costs, forecasts, licensing, and investments.
• Ensure compliance with EY security, privacy, data retention and risk requirements.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs covering performance, adoption and cost.
• Communicate product direction and changes to senior stakeholders.
• Monitor EY cloud and analytics developments for opportunities.

Skills

Product management

Roadmap development

Cross-functional leadership

Customer focus

Stakeholder management

Analytical skills

Negotiation

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Job description

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own the business and technical success of EY’s global cloud contact center service. You will shape the product vision, translate business needs into a robust technical roadmap, and drive delivery across engineering, operations and security teams.

The role emphasizes end‑to‑end lifecycle management, collaboration with stakeholders, and responsible AI, privacy and risk compliance.