Manager, Product - CCaaS
WFA Digital Insight
Telus Digital’s CX Transformation team is looking for a product leader who can bridge high‑level client strategy with the nuts‑and‑bolts of contact‑center platforms. The role sits at the intersection of engineering, delivery and business, requiring the ability to translate technical possibilities into clear roadmaps that drive measurable outcomes. What makes this opening stand out is the focus on multi‑vendor CCaaS environments—Genesys, Amazon Connect, Five9 and Google CES—so a candidate must be comfortable navigating different ecosystems while keeping the client’s experience front‑and‑center. The manager also mentors junior product staff, shaping a psychologically safe culture and championing AI‑driven tools across the organization. Candidates should be ready to own complex backlogs, run workshops, and speak fluently to both C‑level executives and engineers.
Job Description
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 EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy https://jobs.telusdigital.com/pages/applicant-privacy-notice.
How to Stand Out
- Highlight specific CCaaS platforms you’ve worked with (Genesys, Amazon Connect, Five9, Google CES) in both your resume and interview examples.
- Prepare a short case study that shows how you turned a complex client requirement into a prioritized product backlog and delivered measurable results.
- Demonstrate your facilitation style by walking through a brief journey‑mapping or user‑story session during the interview.
- Emphasize any experience mentoring junior product staff; the role expects you to build a psychologically safe team.
- When discussing AI tools, cite concrete examples of how you’ve used them to improve workflow or decision‑making.
- Ask about the team’s current tech stack and collaboration tools to show proactive interest in their processes.
- If salary isn’t disclosed, research typical compensation for senior product roles in the CCaaS space and be ready to negotiate based on your experience and the remote‑work premium.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.