Manager, Product – CCaaS

🕒 il y a 1 mois

🌲 North Carolina, Ohio, +2 états de plus – Distant

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

💵 $120 000 - $145 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

✅ Responsable Produit

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TELUS Digital

Site WebLinkedInTous les Emplois

201 - 500 employés

💼 Conseil

📣 Marketing

📦 Logistique

Consulting • Marketing • Logistics

TELUS Digital est une société de conseil numérique primée qui combine la conception centrée sur l'humain, l'ingénierie logicielle, la science des données et l'IA générative pour créer des expériences numériques et des plateformes alimentées par l'IA pour des marques mondiales. L'entreprise offre des services dans la stratégie d'expérience, la recherche et le design UX, l'ingénierie et l'architecture, la science et l'ingénierie des données, le marketing numérique, et la livraison de produits/projets, et opère Fuel iX™, un moteur d'IA générative axé sur l'entreprise pour aider les entreprises à faire passer les initiatives d'IA en production. TELUS Digital met l'accent sur une culture collaborative, le recrutement à l'échelle mondiale et l'accessibilité dans ses pratiques d'embauche.

Description

• 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

🎯 Exigences

• 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.

🏖️ Avantages

• Offers Bonus