Advance your potential – and reach your goals

The Director, Enterprise Contact Center Platform Product Management is responsible for defining and executing the product roadmap for the organization's enterprise contact center platform. This role will drive the development and go-to-market strategy for a unified platform that enables seamless omnichannel communication across all customer touchpoints, including contact center and branch interactions. The Director will work closely with cross-functional teams (engineering, design, operations, sales, and customer success) to deliver innovative solutions that enhance customer experience, drive business growth, and improve operational efficiency.

Essential Duties and Responsibilities:

• Define and articulate the product vision, strategy, and roadmap for the enterprise contact center platform, aligning with the overall business objectives and omnichannel customer experience strategy.
• Conduct market research and competitive analysis to identify market trends, customer needs, and competitive advantages.
• Advocate for a customer-first approach by leveraging customer feedback, data insights, and analytics to shape product features and improve overall service quality.
• Conduct user research and gather agent and customer feedback to continuously improve the product offering.
• Develop and maintain a comprehensive product backlog, prioritizing features and functionalities based on business value and customer impact.
• Collaborate with engineering teams to translate product requirements into technical specifications and ensure successful product delivery.
• Work closely with design teams to create intuitive and user-friendly customer and agent experiences across all channels.
• Define, track and utilize performance metrics and KPIs (e.g., CSAT, FCR, average handle time, etc.) to assess platform success, identify areas for improvement, and ensure the platform scales effectively with business growth.
• Develop and execute go-to-market strategies in coordination with operations and business teams, and manage the lifecycle of product changes, ensuring smooth rollout of new features, and providing necessary training and support to call center teams and branches.
• Collaborate with operations and business teams to educate and inform stakeholders about the value proposition of the platform.
• Stay abreast of industry trends and best practices in contact center technology, omnichannel communication, and customer experience.
• Build, mentor, and lead a high-performing team of product managers and cross functional team members. Foster a culture of collaboration, innovation, and accountability.

Qualifications:

• 8+ years of product management experience, with at least 3+ years in a leadership role focused on contact center technologies (CCaaS) or unified communications platforms (UCaaS). Experience managing both CCaaS and UCaaS is a plus.
• Strong knowledge of UCaaS and CCaaS platforms (e.g., Amazon Connect, Cisco, Genesys, Five9, Nice etc.) as well as communication tools for voice, video, chat, and collaboration. Experience with cloud-based contact center solutions and integrations with other business systems (e.g., CRM, workforce management tools).
• Proven experience leading cross-functional teams, delivering complex product solutions, and defining product roadmaps that balance both short-term needs and long-term strategic goals.
• Deep knowledge and experience on migration from legacy call center platforms to cloud hosted modern platform.
• Demonstrated experience in integrating multiple communication channels (voice, chat, email, video) to create a seamless customer and employee experience. Knowledge of both customer service and internal collaboration technologies is key.
• Deep understanding of how both customer-facing communication (CCaaS) and internal collaboration (UCaaS) impact customer satisfaction, employee efficiency, and business outcomes.
• Proven experience in building, presenting, driving and tracking business cases.
• Proven ability to lead and mentor high-performing teams. Experience working with senior leadership and across departments to influence strategy and execution.
• Strong analytical skills, with the ability to leverage data and performance metrics to make decisions and measure success. Familiarity with key performance indicators for both UCaaS and CCaaS platforms.
• Preferred experience with AI-driven tools (e.g., chatbots, virtual assistants) and workflow automation in both UCaaS and CCaaS environments. Familiarity with modern workforce management (WFM) and employee engagement tools.