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As a Product Manager for Customer Contact Experience Services (CCX), you will own the business and technology success of EY's global cloud contact center service. This role involves defining the product vision and roadmap, translating business needs into technical strategies, and ensuring the service is desirable, viable, functional, secure, reliable, compliant, and cost-effective.

You will collaborate extensively with business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk, and external suppliers. The role encompasses the entire product lifecycle, from initial requirements and investment decisions through delivery, adoption, ongoing service operation, and continuous improvement.

Develop and communicate the CCX business product vision, strategy, and roadmap, ensuring business priorities and value drive the technical product roadmap and service offerings.

Serve as the primary point of contact for business stakeholders, engineering, operations, and other product teams, acting as the voice of the customer.

Gather, validate, and prioritize business requirements, feature requests, technical improvements, and regulatory obligations.

Manage the product backlog and lead cross-functional delivery teams from concept through design, testing, release, and operational readiness.

Oversee service performance, incident management, problem resolution, capacity planning, business continuity, disaster recovery, and continuous improvement initiatives.

Manage relationships with 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 adherence to EY's security, privacy, data retention, records management, supplier risk, and Responsible AI requirements.

Coordinate necessary architecture, security, privacy, and risk assessments for new capabilities and integrations.

Define and monitor key product KPIs related to service performance, adoption, customer satisfaction, cost, and delivery outcomes.

Communicate product direction, releases, and service changes to senior stakeholders and user communities.

Monitor developments in contact center, cloud, automation, and AI technologies to evaluate relevant opportunities for EY.

To excel in this role, you need strong product management skills, including roadmap development and prioritization. The ability to lead a global, multi-disciplinary team through the product lifecycle, foster clarity between business and technical stakeholders, and drive a product mindset with minimal supervision is essential.

A strong customer focus is key, with the capacity to translate business needs into scalable technical solutions. Excellent stakeholder management, supplier negotiation, communication, and decision-making abilities are required. You should possess robust analytical, commercial, and problem-solving capabilities.

Balancing customer value, cost, operational stability, technical feasibility, risk, and compliance is crucial. Experience working effectively across global teams, diverse cultures, and time zones is necessary.

Essential qualifications include significant experience in technology product management, service ownership, or a similar end-to-end technology role. A deep understanding of contact center and customer experience solutions, preferably in a global cloud setting, is vital. Strong business analysis skills, encompassing problem definition, stakeholder facilitation, solution evaluation, and requirements management, are mandatory.

Experience with product activation planning, stakeholder communications, documentation, and training to boost adoption and support organizational readiness is required. Managing strategic technology suppliers or managed service providers is also a key requirement. A solid understanding of enterprise security, privacy, data protection, and regulatory governance is necessary, along with excellent written and verbal English communication skills.