[Remote] Manager, Product - CCaaS

Note: The job is a remote job and is open to candidates in USA. TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. The Manager, Product - CCaaS will engage with client stakeholders to understand their goals and lead teams in developing contact center technology solutions that deliver measurable business value.ResponsibilitiesBuild strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomesCollaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraintsEstablish 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 implementationsLead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature developmentOrganize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholdersChampion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiencesCoach internal and external teams on improved CCaaS product processes and practicesManage and mentor other product team members to support their career growth and contribute toward a psychologically safe environmentHelp drive improvement and development of the Product discipline within the CCaaS organizationAdept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teamsSkills7+ years of experience in the software development industry in a role such as Product Owner, Product Manager, Technical Business Analyst, Requirements Manager, or related position2+ years of leadership experience, including leading teams and developing individuals in their careersExperience 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 investmentDemonstrated experience managing software projects with complex scope across multiple stakeholders, vendors, and platformsStrong 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 goalsStrong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, flow diagrams, and API documentationExperience conducting 1:1s and coaching colleagues and teams on their craft while contributing toward a psychologically safe environmentWorking knowledge of frontend and backend technologies (e.g., web/native apps, APIs, databases) and ability to quickly ramp up on new platformsAn understanding of and deep appreciation for customer experience (CX) and a drive to stay current with the continually evolving landscapeAgency and/or consulting experience with a variety of clients and industriesCertified Scrum Product OwnerExperience with product research and strategyKnowledge of AI applications in contact center contextsBenefitsOffers BonusWork From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MAWork From Anywhere (Remote) capacity from within the U.S.Company OverviewTELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. It was founded in 2005, and is headquartered in Vancouver, British Columbia, CA, with a workforce of 10001+ employees. Its website is https://www.telusdigital.com.