Global Revenue CCaaS Sr. Product Manager - Remote

Role Overview  Global Revenue CCaaS Senior Product Manager – responsible for driving contact center transformation through innovation, stakeholder collaboration, and customer‑centric product delivery across the world’s leading CCaaS platforms. Lead the evolution of Resmed’s global contact center technology ecosystem, defining and driving product strategy, roadmap, governance, and operational alignment across key platforms including Ring Central, NICE in Contact, Salesforce Service Cloud, Right Answers Knowledge Management, and Observe.ai

Service Intelligence.
Responsibilities   Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy.
Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation.
Maintain deep, current knowledge of CCaaS platforms, with hands‑on understanding of NICE in Contact, including routing strategies, IVR/IVA design, agent workflows, and reporting.
Apply real‑world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility.
Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders.
Drive a globally harmonized approach to contact center operations while respecting regional requirements and constraints.
Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM, and Service Intelligence ecosystems.
Serve as a hands‑on thought partner to GTS, leveraging implementation experience to align on solution design, sequencing, and delivery approach.
Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms.
Lead cross‑functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains.
Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritization across regions and functions.
Act as a strategic advisor, influencing organizational direction through data‑driven insights, best practices, and deep technical understanding.
Independently gather global requirements and translate them into implementation‑ready user stories and functional specifications.
Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements, co‑prioritized with business partners and GTS.
Align roadmap planning with CRM product leadership to ensure complementary delivery of sequencing and shared integration milestones.
Evaluate platform capabilities and dependencies across NICE in Contact, Ring Central, Salesforce, and Service Intelligence tools, supporting GTS in technical solutioning.
Partner with delivery teams throughout design, implementation, and stabilization phases to ensure solutions are scalable, supportable, and adopted.
Measure adoption, performance, and business impact of CCaaS capabilities and continuously refine the roadmap based on insights and outcomes.
Guide the implementation and optimization of AI‑driven capabilities such as Real‑Time Agent Assist, AutoQA, sentiment analysis, and interaction analytics.
Qualifications   8+ years of experience in CCaaS technology, contact center operations, or product management supporting large‑scale customer service organizations.
Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies.
Hands‑on, practical experience with NICE in Contact, including routing, IVR/IVA design, agent experience, reporting/analytics and skills‑based routing, and experience deploying self‑serve processes and Agentic AI.
Experience supporting global service operations across multiple regions and time zones.
Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a…