Product Manager-Customer Contact Experience Services

EY·India·Onsite

Product ManagerEnterprise

Experience

Not specified

Employment

Full Time

Work mode

Onsite

Level

Product Manager

Location

India

Posted

Yesterday

About the role

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Product Manager, Customer Contact Experience Services

Job family: Technology Delivery

Role type: Product Management

Organization: EY Technology, Infrastructure and Operations

Primary platform: Genesys Cloud CX

The opportunity

The Customer Contact Experience, or CCX, Product Manager has end-to-end accountability for the business and technology success of EY’s global cloud contact center service. The role develops and communicates the product vision and roadmap, translating business priorities into the technical roadmap while ensuring the service remains desirable, viable, functional, secure, reliable, compliant and cost-effective.

The Product Manager leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers. The role covers the full product lifecycle, from requirements and investment decisions through delivery, adoption, service operation and continuous improvement.

Key

What you'll do

Own and communicate the CCX business product vision, strategy and roadmap, ensuring that business priorities and desired value drive the technical product roadmap and service offerings.
Act as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and other product teams.
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, problems, capacity, business continuity, disaster recovery and continuous improvement.
Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts, licensing and commercial discussions.
Maintain oversight of product costs, forecasts, licensing consumption and investment requirements.
Ensure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements.
Coordinate required architecture, security, privacy and risk assessments for new capabilities and integrations.
Define and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes.
Communicate product direction, releases and service changes to senior stakeholders and user communities.
Monitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY.