Manager, Product - CCaaS
TELUS Digital · Remote · Remote, US · Boston, MA · Charlottesville, VA · Durham, NC · Columbus, OH ·
COMPENSATION
$106k – $150k
Listed on the employer's job board (Ashby)
- Hybrid or Fully Remote (US)
- 7+ years product experience
- CCaaS platform expertise
- Leadership role
- Client-facing position
Join the CX Transformation team at TELUS Digital to shape contact center solutions that drive measurable business value. You will partner with engineering, delivery, and business leaders to translate CCaaS capabilities into clear product roadmaps. This position combines deep product ownership with executive-level client engagement to iteratively bring visions to life.
What you'll do
- Build strong client relationships and lead teams to align solutions with product vision
- Collaborate with international cross-functional teams to deliver products on time and budget
- Manage complex requirement backlogs across platforms like Genesys and Amazon Connect
- Facilitate scope management and feature prioritization discussions for CCaaS implementations
- Lead technical discussions on system architecture, telephony integrations, and data flows
- Organize journey mapping and user story workshops with internal and client stakeholders
- Translate technical solutions into updates for engineering teams and C-level executives
- Coach internal and external teams on improved CCaaS product processes and practices
- Mentor product team members to support career growth and psychological safety
- Champion AI adoption and leverage AI-powered tools for professional use
What you'll need
- 7+ years in software development as Product Owner, Manager, or similar role
- 2+ years of leadership experience including team management and career development
- Experience with contact center solutions such as Genesys, Amazon Connect, or Five9
- Proven track record managing software projects with complex scope and multiple stakeholders
- Strong financial acumen for sizing solutions and managing scope within constraints
- Expert communication skills for running workshops and aligning enterprise business goals
- Proficiency in user stories, acceptance criteria, requirements, and API documentation
- Working knowledge of frontend and backend technologies including web apps and APIs
- Deep appreciation for customer experience and staying current with industry trends
Nice to have
- Agency or consulting experience with diverse clients and industries
- Certified Scrum Product Owner credential
- Experience with product research and strategy
- Knowledge of AI applications in contact center contexts
Stack
- Genesys
- Amazon Connect
- Five9
- Google CES
How you'll work
- Fully remote option available within the United States
- Hybrid options in Charlottesville, Durham, Columbus, or Boston
- Part of the global CX Transformation team