Global Revenue CCaaS Sr. Product Manager - Remote

About the Role

The role entails defining and driving the product strategy, roadmap, governance, and operational alignment across key platforms, including RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence. The successful candidate will bring demonstrated experience implementing and optimizing CCaaS solutions within complex, enterprise-scale global environments, with particular expertise in NICE inContact.

ResMed's digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. The company's comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, ResMed improves quality of life, reduces the impact of chronic disease, and lowers costs for consumers and healthcare systems in more than 140 countries.

What You Will Do

• Develop and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy
• Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation
• Maintain deep, current knowledge of CCaaS platforms, with hands-on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting
• Apply prior real-world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility
• Present and robustly defend product strategies, prioritization decisions, and roadmap recommendations to both technical and business stakeholders
• Influence at all levels of the organization, confidently presenting and defending product strategies, prioritization decisions, and roadmap recommendations
• Collaborate closely with regional service leaders, business stakeholders, and Global Technology Solutions (GTS) teams to ensure solutions align with enterprise priorities, architectural standards, and evolving customer needs
• Partner closely with the Global Revenue CRM Product Manager to deliver aligned roadmaps, coordinated delivery sequencing, and seamless customer and agent experiences across all touchpoints
• Ensure the ongoing definition, refinement, communication, and execution of the Global Revenue CCaaS Product Roadmap
• Develop and maintain relationships with key stakeholders, including regional service leaders, business stakeholders, and GTS teams
• Stay up-to-date with industry trends, emerging technologies, and best practices in CCaaS and customer service

What We Are Looking For

• 5+ years of experience in product management, with a focus on CCaaS technologies and customer service operations
• Deep hands-on expertise in NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting
• Strong understanding of modern contact center operations, including cloud-based customer service solutions
• Experience with Salesforce, Excel, and other relevant tools and technologies
• Proven track record of driving product delivery and implementation in a fast-paced environment
• Excellent collaboration and partnership skills, with the ability to work closely with regional service leaders, business stakeholders, and GTS teams
• Strong communication and presentation skills, with the ability to confidently present and defend product strategies, prioritization decisions, and roadmap recommendations
• Experience working in a global environment, with a strong understanding of cultural and regional differences

Nice to Have

• Experience with RingCentral, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence
• Knowledge of emerging technologies, such as AI and machine learning, and their applications in customer service
• Certification in product management or a related field
• Experience working in the healthcare industry, with a strong understanding of digital health technologies and cloud-connected medical devices

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading global healthcare company
• Collaborative and dynamic work environment
• Professional development opportunities, including training and certification programs
• Flexible work arrangements, including remote work options
• Access to cutting-edge technologies and tools
• Comprehensive health and wellness programs
• Generous paid time off and holiday schedule

• Highlight your experience with CCaaS technologies, particularly NICE inContact, and be prepared to provide specific examples of your expertise
• Emphasize your ability to drive product delivery and implementation in a fast-paced environment, and showcase your collaboration and partnership skills
• Be prepared to discuss your understanding of modern contact center operations and cloud-based customer service solutions
• Showcasing your knowledge of emerging technologies, such as AI and machine learning, and their applications in customer service can be a plus
• Prepare to discuss your experience working in a global environment and your ability to navigate cultural and regional differences
• Be ready to provide examples of your problem-solving skills and ability to think strategically
• Research ResMed's company culture and values, and be prepared to discuss how your skills and experience align with them