Manager, Product - CCaaS

WHO WE ARE

Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

LOCATION & FLEXIBILITY

Our Manager, Product - CCaaS, is an integral part of our CX Transformation team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S.

THE OPPORTUNITY

As a Manager, Product - CCaaS, you'll form close relationships with client stakeholders to understand their goals and vision, and lead multidisciplinary teams to iteratively bring that vision to life within the contact center technology space. You'll partner with engineering, delivery, product, and business leaders to shape contact center solutions that create measurable business value. This role combines deep product ownership with executive-level client engagement, requiring confidence in translating CCaaS capabilities and business requirements into clear product roadmaps and outcomes.

RESPONSIBILITIES

- Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes

- Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints

- Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES)

- Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations

- Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development

- Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders

- Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences

- Coach internal and external teams on improved CCaaS product processes and practices

- Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment

- Help drive improvement and development of the Product discipline within the CCaaS organization

- Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

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) and comfort communicating the business case for change decisions and long-term value for investment

- 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 (time, scope, and budget)

- An expert communicator who can run workshops and structured meetings to align internal and client stakeholders on enterprise business goals

- 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 on their craft while contributing toward a psychologically safe environment

- Working knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platforms

- An understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscape

BONUS POINTS

- 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

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