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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technology product management and service ownership, with a strong focus on contact center solutions and customer experience. Proficient in managing strategic technology suppliers, ensuring compliance with security and regulatory standards, and delivering effective stakeholder communication.
Highest-signal resume keywords
Technology Product ManagementContact Center SolutionsBusiness AnalysisStakeholder CommunicationEnterprise Security Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product Backlog ManagementRequirements SpecificationService Performance MonitoringProduct KPI DefinitionDisaster Recovery PlanningIVR KnowledgeSIP UnderstandingREST APIs ExperienceGDPR KnowledgeCloud Environment Familiarity
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationStakeholder Facilitation
Tools & Technologies
Genesys Cloud CXServiceNowMicrosoft Teams TelephonyAzureAWSPower BIDevOps
Industry Keywords
Customer ExperienceBusiness ContinuityData ProtectionResponsible AI GovernancePrivacy Impact Assessments
Tech Stack
Tools & technologiesAWSAzureCloudServiceNow
About the role
Key responsibilities & impact- Own and communicate the CCX business product vision, strategy and roadmap
- Act as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and product teams
- Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations
- Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness
- Oversee service performance, incidents, problems, capacity, business continuity, disaster recovery and continuous improvement
- Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts, licensing and commercial discussions
- Maintain oversight of product costs, forecasts, licensing consumption and investment requirements
- Ensure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements
- Coordinate architecture, security, privacy and risk assessments for new capabilities and integrations
- Define and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes
- Communicate product direction, releases and service changes to senior stakeholders and user communities
- Monitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY
Requirements
What you’ll need- Significant experience in technology product management, service ownership or a comparable end-to-end technology role
- Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment
- Strong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification and maintenance of functional and non-functional requirements
- Experience planning and delivering product activation, stakeholder communications, documentation and training
- Experience managing strategic technology suppliers or managed service providers
- Understanding of enterprise security, privacy, data protection and regulatory governance
- Strong written and verbal English communication skills
- Experience with Genesys Cloud CX preferred
- Knowledge of IVR, routing, recording, workforce engagement, digital channels and contact center analytics preferred
- Understanding of IP telephony, SIP, SBCs, WebRTC, PSTN connectivity and Microsoft Teams telephony preferred
- Experience with ServiceNow, REST APIs, identity services and enterprise integrations preferred
- Familiarity with Azure, AWS, Power BI, DevOps, scripting or automation preferred
- Knowledge of GDPR, privacy impact assessments, data residency, retention and Responsible AI governance preferred
- Experience with global service operations, business continuity and disaster recovery preferred
Benefits
Comp & perks- Medical and dental coverage
- Pension and 401(k) plans
- Flexible vacation policy
- EY Paid Holidays
- Winter/Summer breaks
- Personal/Family Care leave
- Other leaves of absence
- Professional growth opportunities
- Inclusive culture