telus-digital - Manager, Product - CCaaS
Requirements
• 7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position • 2+ years of leadership experience, including leading teams and developing individuals in their careers • Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES) and comfort communicating the business case for change decisions and long-term value for investment • Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms • Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget) • An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals • Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow diagrams, and API documentation • Experience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environment • Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platforms • An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape • Agency and/or consulting experience with a variety of clients and industries • Certified Scrum Product Owner • Experience with product research and strategy • Knowledge of AI applications in contact center contexts
Responsibilities
• Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes • Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints • Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES) • Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations • Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development • Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders • Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences • Coach internal and external teams on improved CCaaS product processes and practices • Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment • Help drive improvement and development of the Product discipline within the CCaaS organization • Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
Benefits
• USD$106K – $150K • Offers Bonus • 15% Annual Bonus opportunity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter your full legal name • Where are you currently located? • or drag and drop here • Prefer not to say • Not represented here • Genesys Cloud CX • Google Customer Engagement Suite (CES) • None of the above • No Client Interaction • Occasional Client Interaction • Regular Client Interaction • Primary Point of Contact for Clients • Another Gender Identity • Prefer not to say • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Prefer not to say • Person with disability • Refugee or immigrant • None of the above • Prefer not to say • I acknowledge that I have reviewed and agree to TELUS Digital's Recruiting Privacy Policy regarding the processing of my personal data for recruitment purposes. • Note: The consent period lasts for 2 years • Recruiting Privacy Policy
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