Manager, Product - CCaaS

The role

You will form relationships with client stakeholders and lead multidisciplinary teams to deliver contact center technology solutions. You will partner with engineering, delivery, product, and business leaders to shape products and manage requirement backlogs.

What you will do

• Build strong client relationships and lead teams in building solutions
• Collaborate with cross-functional, international teams to deliver contact center products
• Establish and manage complex requirement backlogs across contact center platforms
• Facilitate discussions and create processes for scope management and feature prioritization
• Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows
• Organize and lead journey mapping, user story mapping, and other product-oriented workshops
• Deliver timely and tailored updates to engineering teams, product managers, and C-level executives
• Coach internal and external teams on improved CCaaS product processes and practices
• Manage and mentor other product team members
• Help drive improvement and development of the Product discipline within the CCaaS organization

Required qualifications

• 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
• 2+ years of leadership experience, including leading teams and developing individuals in their careers
• Experience with contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES)
• Demonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platforms
• Strong financial acumen with experience in sizing solutions and managing scope within project constraints
• Expert communicator who can run workshops and structured meetings
• 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
• Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases)
• An understanding of and deep appreciation for customer experience (CX)

Nice to have

• Agency and/or consulting experience with a variety of clients and industries
• Certified Scrum Product Owner
• Experience with product research and strategy
• Knowledge of AI applications in contact center contexts

About the company

TELUS Digital is a digital product consultancy and the digital division of TELUS. It offers end-to-end expertise across eight core service areas including Digital Product Consulting, Data & AI, and Cloud Engineering.