Manager, Product – CCaaS

🕒 Ontem

🌲 North Carolina, Ohio, +2 estados a mais – Remoto

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $120.000 - $145.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

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TELUS Digital

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🤝 B2B

🤖 Inteligência Artificial

☁️ SaaS

B2B • Artificial Intelligence • SaaS

A TELUS Digital é uma consultoria digital premiada que combina design centrado no ser humano, engenharia de software, ciência de dados e IA generativa para criar experiências e plataformas digitais impulsionadas por IA para marcas globais. A empresa oferece serviços de estratégia de experiência, pesquisa e design de UX, engenharia e arquitetura, ciência e engenharia de dados, marketing digital e entrega de produtos/projetos, e opera o Fuel iX™, um motor de IA generativa focado em empresas para ajudar negócios a mover iniciativas de IA para produção. A TELUS Digital enfatiza uma cultura colaborativa, contratação global e acessibilidade em suas práticas de contratação.

Descrição

• Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes • Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints • Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES) • Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations • Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development • Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders • Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences • Coach internal and external teams on improved CCaaS product processes and practices • Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment • Help drive improvement and development of the Product discipline within the CCaaS organization • Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

🎯 Requisitos

• 7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position • 2+ years of leadership experience, including leading teams and developing individuals in their careers • Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES) and comfort communicating the business case for change decisions and long-term value for investment • Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms • Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget) • An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals • Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow diagrams, and API documentation • Experience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environment • Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platforms • An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape.

🏖️ Benefícios

• Offers Bonus