Senior Product Manager – Cloud Contact Center (CCX)

EY; Secaucus (NJ); On-site; USD 120,000 - 224,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k) plans

Flexible vacation policy

Paid time off options

Job summary

EY is seeking a Customer Contact Experience (CCX) Product Manager to own end-to-end accountability for EY’s global cloud contact center service. You will translate business priorities into the technical roadmap, balance cost with value, and drive adoption across a multinational, multi-disciplinary team.

You will lead collaboration across stakeholders, engineering, security and external suppliers; manage the backlog; and ensure compliance, performance and continuous improvement throughout the

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 CCX product vision, strategy and roadmap aligning business priorities with technical roadmap.
• Act as voice of the customer for stakeholders, engineering, operations and other product teams.
• Gather, validate and prioritize business requirements, feature requests, and regulatory obligations.
• Manage product backlog and lead cross-functional delivery from concept through design, testing, release and readiness.
• Oversee service performance, incidents, capacity, and disaster recovery.
• Manage Genesys and other technology suppliers, including roadmaps, reviews, escalations, contracts.
• Maintain oversight of product costs, licensing and investment needs.
• Ensure compliance with EY security, privacy, data retention, supplier risk and Responsible AI.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs covering performance, adoption, customer satisfaction, cost and delivery.
• Communicate product direction, releases and service changes to senior stakeholders.
• Monitor contact center, cloud, automation, analytics and AI developments for opportunities.

Skills

Product management

Roadmap development

Stakeholder management

Cross-functional leadership

Customer focus

Analytical skills

Regulatory/compliance

Global collaboration

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

AWS

Power BI

DevOps

Job description

EY is seeking a Customer Contact Experience (CCX) Product Manager to own end-to-end accountability for EY’s global cloud contact center service. You will translate business priorities into the technical roadmap, balance cost with value, and drive adoption across a multinational, multi-disciplinary team.

You will lead collaboration across stakeholders, engineering, security and external suppliers; manage the backlog; and ensure compliance, performance and continuous improvement throughout the