Senior Product Manager, Cloud Contact Experience

EY; Chicago (IL); On-site; USD 120,000 - 224,000; Full time

Job summary

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

You will lead collaboration across stakeholders and suppliers, manage the backlog, govern KPIs, and drive delivery from concept to operation with emphasis on compliance, security and performance.

Qualifications

• Significant experience in technology product management 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.
• 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.

Job description

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

You will lead collaboration across stakeholders and suppliers, manage the backlog, govern KPIs, and drive delivery from concept to operation with emphasis on compliance, security and performance.