Senior Product Manager, Cloud Contact Center Experience

Ernst & Young Advisory Services Sdn Bhd; Hoboken (NJ); On-site; USD 120,000 - 224,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Paid time off

Pension

Job summary

EY in the United States seeks a Product Manager for Customer Contact Experience Services (CCX) to own the product vision, roadmap, and end-to-end delivery across business and technology. You will collaborate with engineering, security, operations and external suppliers to ensure a secure, compliant, cost-effective cloud contact center service.

You will translate business priorities into the technical roadmap, manage the backlog, monitor KPIs, and drive adoption while focusing on customer value

Qualifications

• Significant experience in technology product management or service ownership.
• Strong knowledge of contact center or customer experience solutions.
• Experience planning activation, communications and adoption activities.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap.
• Act as the voice of the customer for stakeholders and engineering teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept to deployment.
• Monitor service performance, incidents, capacity, and continuous improvement.
• Manage technology suppliers, licensing, and commercial discussions.
• Ensure compliance with security, privacy, data retention and Responsible AI.

Skills

Product management

Roadmap development

Stakeholder management

Cross-functional leadership

Analytical thinking

Job description

EY in the United States seeks a Product Manager for Customer Contact Experience Services (CCX) to own the product vision, roadmap, and end-to-end delivery across business and technology. You will collaborate with engineering, security, operations and external suppliers to ensure a secure, compliant, cost-effective cloud contact center service.

You will translate business priorities into the technical roadmap, manage the backlog, monitor KPIs, and drive adoption while focusing on customer value