Global Revenue CCaaS Sr. Product Manager

ResMed is a company that pioneers innovative solutions for chronic diseases through digital health technologies and cloud-connected medical devices. They are seeking a Global Revenue CCaaS Senior Product Manager to drive contact center transformation, define product strategy, and ensure operational alignment across key platforms.

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 inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting
• Apply prior 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 inContact, RingCentral, 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

Requirements:

• 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 inContact, including routing, IVR/IVA design, agent experience, reporting/ analytics and skills-based routing and experience with 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 multi-region product roadmap
• Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting
• Experience collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns
• Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities
• Excellent communication, influence, and executive presentation skills
• Experience with Salesforce Service Cloud
• Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM)
• Experience with RingCentral, NICE, RIght Answers Knowledge platform, and AI-driven Service Intelligence platforms
• Experience with Jira or Asana
• Prior experience in a global Customer Service or Revenue Operations environment
• Strong interpersonal and communication skills and comfort in an open cross functional environment
• Demonstrate strategic problem-solving and analytical thinking capability