Let’s talk about the Role
CCaaS Product Manager with a growth mindset, focused on driving contact center transformation through innovation, stakeholder collaboration, and employee and customer-centric product delivery.
We are undergoing global service transformation and are seeking a collaborative, strategic, and execution-focused Global Revenue CCaaS Senior Product Manager to lead the evolution of Resmed’s global contact center technology ecosystem. This role is responsible for defining and driving the product strategy, roadmap, governance, and operational alignment across key platforms including RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence.
Supporting all global regions, this senior-level position requires a highly independent leader with deep hands-on expertise in CCaaS technologies and a strong understanding of modern contact center operations. The ideal candidate combines practitioner-level platform knowledge with a growth mindset and the ability to identify innovative, data-driven opportunities that accelerate customer service transformation and operational excellence.
The successful candidate will bring demonstrated experience implementing and optimizing CCaaS solutions within complex, enterprise-scale global environments, with particular expertise in NICE inContact. They must be comfortable influencing at all levels of the organization, confidently presenting and defending product strategies, prioritization decisions, and roadmap recommendations to both technical and business stakeholders.
This role requires exceptional collaboration and partnership skills, working closely with regional service leaders, business stakeholders, and Global Technology Solutions (GTS) teams to ensure solutions align with enterprise priorities, architectural standards, and evolving customer needs. Given the strong intersection between CRM and CCaaS capabilities, the role will also partner closely with the Global Revenue CRM Product Manager to deliver aligned roadmaps, coordinated delivery sequencing, and seamless customer and agent experiences across all touchpoints.
The Global Revenue CCaaS Senior Product Manager is ultimately accountable for the ongoing definition, refinement, communication, and execution of the Global Revenue CCaaS Product Roadmap, ensuring strategic alignment, scalable platform capabilities, and measurable business value across the enterprise.
Let’s talk about the Responsibilities
Strategic Leadership & Global Alignment
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.
Stakeholder Collaboration & Influence
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.
Requirement Discovery, Backlog Ownership & Roadmap Execution
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.
Let’s talk about your Qualifications
Required
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.
Preferred
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.
Interview Note
Candidates should expect to discuss prior CCaaS implementation experience, including platform decisions, delivery challenges, lessons learned, and measurable business outcomes.
