Telus Digital
Manager, Product - CCaaS
Remote, US
Sponsorship not specifiedDetected 33 days ago
Product StrategyAgileCustomer SupportResearchLeadershipCommunicationMentoringWriting
About the role
- As a Manager, Product - CCaaS, you'll form close relationships with client stakeholders to understand their goals and vision, and lead multidisciplinary teams to iteratively bring that vision to life within the contact center technology space.
- This role combines deep product ownership with executive-level client engagement, requiring confidence in translating CCaaS capabilities and business requirements into clear product roadmaps and outcomes.
Responsibilities
- 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
- 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
- Welcome to TELUS Digital https://www.telusdigital.com/ - where innovation drives impact at a global scale.
- You'll partner with engineering, delivery, product, and business leaders to shape contact center solutions that create measurable business value.
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
- 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
- Strong financial acumen with experience in sizing solutions and managing scope within project constraints (time, scope, and budget)
- 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
- Agency and/or consulting experience with a variety of clients and industries
- Experience with product research and strategy
- Knowledge of AI applications in contact center contexts
- 2+ years of leadership experience, including leading teams and developing individuals in their careers
- Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms
- An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals
- An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape
- Certified Scrum Product Owner
Skills
- This role will have the option to be in a
Benefits
- Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes
Company info
- Welcome to TELUS Digital https://www.telusdigital.com/ - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
- With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
- From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
- As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
- Our Manager, Product - CCaaS, is an integral part of our CX Transformation team at TELUS Digital.
- This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S.
Equal opportunity
- At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
- All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
- We will only use the information you provide to process your application and to produce tracking statistics.
- Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.
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