Principal, Product Manager

Position Summary

We are seeking an experienced Principal Product Manager to lead the strategy and evolution of our Contact Center as a Service (CCaaS) platform. This leader will drive the roadmap for next‑generation customer and associate experiences across all engagement channels, including voice, chat, messaging, and emerging digital platforms.

In this role, you will define and execute the long‑term vision for our enterprise contact center ecosystem, leveraging cloud‑based contact center technologies, AI‑driven automation, and omnichannel orchestration. You’ll collaborate with engineering, operations, UX, and business partners to ensure our CCaaS platform delivers measurable impact on efficiency, scalability, and customer satisfaction.

• Develop and own the enterprise CCaaS product strategy and roadmap, aligned to the company’s digital transformation and customer experience goals.
• Drive modernization of legacy contact center environments into cloud‑native, scalable, and intelligent contact center solutions.
• Define north star metrics and long‑term success measures for platform performance, agent productivity, and customer experience.

• Lead product direction for core CCaaS capabilities including IVR, call routing, workforce engagement management, analytics, quality monitoring, and omnichannel enablement.
• Ensure seamless integration of the contact center platform with enterprise systems such as CRM, ticketing, and AI/ML services.
• Partner with Infrastructure, Security, and Compliance teams to deliver a secure, resilient, and compliant platform for high‑volume operations.

• Translate strategic objectives into actionable product requirements and features for engineering teams.
• Prioritize initiatives based on customer impact, business value, and operational efficiency.
• Lead agile ceremonies and manage the full product lifecycle—from discovery through rollout, adoption, and continuous improvement.
• Establish KPIs to track adoption, performance, and ROI.

• Partner with business units, operations teams, and technology stakeholders to align product strategy with organizational goals.
• Serve as a trusted advisor to senior leadership, effectively communicating platform vision, progress, and business outcomes.
• Collaborate with external vendors and internal architecture teams to evaluate and adopt emerging CCaaS capabilities.

• Identify and deliver opportunities for automation, self‑service, and AI‑assisted engagement.
• Stay ahead of trends in cloud contact center, speech analytics, workforce optimization, and generative AI to guide future innovation.
• Champion a culture of data‑driven experimentation and customer‑first thinking.

• 10+ years of experience in product management, including at least 5 years focused on contact center or CX platform technologies.
• Deep understanding of CCaaS architecture, cloud telephony, omnichannel routing, and workforce optimization.
• Experience leading large‑scale enterprise implementations and integrations across business units.
• Proven ability to translate business needs into scalable technical solutions.
• Excellent stakeholder management and executive communication skills.

• Experience with leading CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, or equivalent).
• Exposure to AI‑driven customer engagement technologies, such as conversational bots, predictive analytics, and real‑time agent assistance.
• Background in retail, e‑commerce, or high‑volume customer service operations.
• MBA or advanced degree in a technical or business discipline.

• Strategic, systems‑level thinker who connects technology capabilities to customer and business outcomes.
• Empathetic leader skilled at aligning diverse stakeholders and driving cross‑functional consensus.
• Data‑driven decision maker with strong bias for action and continuous improvement.
• Passionate about creating world‑class, human‑centered customer experiences at scale.

• Competitive base salary ($ – $) with annual or quarterly performance bonuses.
• Stock options and other equity…