Product Manager – Contact Center

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We are seeking a Product Manager with strong telecom and contact center technology experience to support a strategic evaluation and optimization of enterprise contact center capabilities. This role will partner closely with technology leadership, business stakeholders, vendor teams, and adjacent product groups to assess current platform capabilities, identify gaps, and help define a forward-looking product strategy for the contact center environment.

This individual will serve as the product subject matter expert for contact center technology, with a focus on understanding how telecom capabilities can be better leveraged to support business operations, financial reconciliation processes, pre-arrival sales, and broader guest/customer support functions.

Key Responsibilities

• Serve as the product lead and subject matter expert for contact center and telecom technology capabilities.
• Partner with the current contact center platform vendor to understand available functionality, contractual inclusions, product limitations, and opportunities for optimization.
• Work with business stakeholders to gather, evaluate, and prioritize requests, while assessing downstream technology and operational impacts.
• Develop product strategy, roadmaps, recommendations, and executive-ready presentations for leadership.
• Act as a bridge between contact center technology teams and adjacent enterprise platform teams to evaluate platform alignment and long-term strategy.
• Assess whether the current platform is meeting business needs or if alternative enterprise solutions may be better suited.
• Lead stakeholder conversations, facilitate working sessions, and influence decision-making across business and technology groups.
• Translate business needs into clear product requirements, capability assessments, and actionable recommendations.
• Operate independently as a “team of one” while collaborating with business partners, technology peers, and vendor teams.

Required Qualifications

• Strong product management experience within telecom, contact center, or call center technology.
• Deep understanding of contact center platforms, telecom capabilities, routing, integrations, support workflows, and vendor-managed technology environments.
• Experience partnering directly with vendors to assess product capabilities, roadmaps, contracts, and delivery expectations.
• Ability to evaluate business requests and understand technical, operational, and contractual impacts.
• Strong executive communication skills, including the ability to create and present slides, roadmaps, and strategic recommendations.
• Excellent stakeholder management skills with the ability to influence across business, technology, and vendor teams.
• Comfortable operating independently in a highly visible role with limited direct product team support.
• Experience developing product strategy, roadmaps, capability assessments, and business-facing recommendations.

Preferred Qualifications

• Experience with enterprise contact center platforms such as Genesys, Salesforce Service Cloud, or similar CRM/contact center tools.
• Background supporting contact center operations in travel, hospitality, financial services, healthcare, retail, or other high-volume customer support environments.
• Experience working in complex enterprise environments with multiple platform owners and cross-functional technology teams.
• Familiarity with financial reconciliation, sales support, or operational support functions within a contact center environment.

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