Global Revenue CCaaS Sr. Product Manager - Remote

ResMed Inc.

Job Overview

Location

CA Canada (ResMed Halifax - Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring alignment with business needs, technology capabilities, and enterprise strategy.
• Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager to coordinate shared dependencies and integrated innovation across CRM and CCaaS platforms.
• Maintain hands-on expertise in NICE inContact, including routing strategies, IVR/IVA design, agent workflows, skills-based routing, reporting, and deployment of self-serve processes and Agentic AI.
• Apply real-world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility across global regions.
• Present and defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders with clarity and data-driven rationale.
• Drive a globally harmonized approach to contact center operations while respecting regional requirements, constraints, and local compliance needs.
• Partner closely with Global Technology Solutions (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 teams, aligning solution design, sequencing, and delivery approach with architectural standards and execution realities.
• Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global platforms and standards across time zones and geographies.
• Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI-driven quality improvement, and operational efficiency gains.
• Establish and chair the Global CCaaS Change Control Board to ensure transparent governance, prioritization, and cross-regional alignment.
• Independently gather global requirements and translate them into implementation-ready user stories and functional specifications for engineering and delivery teams.
• 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 sequencing and shared integration milestones.
• Evaluate platform capabilities and dependencies across NICE inContact, RingCentral, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence to support technical solutioning.
• Partner with delivery teams throughout design, implementation, and stabilization phases to ensure scalable, supportable, and adopted solutions.
• Measure adoption, performance, and business impact of CCaaS capabilities and continuously refine the roadmap based on data insights and outcomes.
• Guide the implementation and optimization of AI-driven capabilities including Real-Time Agent Assist, AutoQA, sentiment analysis, and interaction analytics.
• Demonstrate strong partnership skills with technical teams, aligning product direction with architectural feasibility and execution constraints.
• Exhibit excellent communication, influence, and executive presentation skills to drive consensus across technical and non-technical stakeholders.
• Possess proven experience deploying productivity tools and Agentic AI within contact center environments.
• Maintain current knowledge of emerging CCaaS technologies and industry best practices to inform strategic decisions.

🎯 Requirements

• 8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations
• Proven track record of leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with practical knowledge of emerging technologies
• Hands-on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/analytics, skills-based routing, and deployment of 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 collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns

🏖️ Benefits

• Comprehensive medical, vision, dental, and life insurance
• AD&D, short-term and long-term disability insurance
• Sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits
• 401(k) and Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP) and tuition assistance
• Flexible Time Off (FTO), 11 paid holidays plus 3 floating days, and 14 weeks of primary caregiver or 2 weeks of secondary caregiver leave

Skills & Technologies

Product Management

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

ResMed Inc.

Visit Website

About ResMed Inc.

ResMed Inc. is a medical device company that designs, manufactures and distributes cloud-connected devices and software for treating sleep apnea, chronic obstructive pulmonary disease and other respiratory conditions. Its portfolio includes continuous positive airway pressure machines, masks, humidifiers, ventilators and digital health applications that enable remote patient monitoring and out-of-hospital care. Founded in 1989 and headquartered in San Diego, California, the company serves patients, physicians and payers in over 140 countries, leveraging data analytics to improve therapy adherence and reduce healthcare costs.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.