Product Manager-Customer Contact Experience Services

Overview

The Product Manager, Customer Contact Experience Services at EY leads the end‑to‑end business and technology success of EY’s global cloud contact centre service, defining product vision, roadmap and delivery. The role collaborates across stakeholders, manages suppliers, and ensures compliance, performance and adoption.

Responsibilities

• Own and communicate the CCX business product vision, strategy and roadmap aligned with business priorities.
• Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.
• Manage the product backlog and lead cross‑functional delivery from concept through design, testing, release and operational readiness.
• Oversee service performance, incidents, capacity, business continuity, disaster recovery and continuous improvement.
• Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, contracts and licensing.

Eligibility

• Significant experience in technology product management or service ownership
• Strong knowledge of contact centre and customer experience solutions, preferably in a global cloud environment
• Experience managing strategic technology suppliers and understanding of enterprise security, privacy and regulatory governance

Skills