Senior Product Manager, Global Revenue CCaaS

ResMed

CCaaS Product Manager leading the evolution of Resmed's global contact center technology ecosystem. Responsible for product strategy, roadmap, governance, and alignment across key platforms.

Posted 5/31/2026full-timeSan Diego • California • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy.
Maintain deep, current knowledge of CCaaS platforms, with hands-on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting.
Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders.
Drive a globally harmonized approach to contact center operations while respecting regional requirements and constraints.
Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM, and Service Intelligence ecosystems.
Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains.

Requirements

What you’ll need

8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations.
Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies.
Hands-on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/ analytics and skills-based routing and experience with deploying self-serve processes and Agentic AI.
Experience supporting global service operations across multiple regions and time zones.
Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi-region product roadmap.
Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting.
Experience collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns.
Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities.
Excellent communication, influence, and executive presentation skills.
Experience with Salesforce Service Cloud.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CCaaS technologycontact center operationsproduct managementNICE inContactIVR designIVA designreportinganalyticsAgentic AIself-serve processes

Soft Skills

communicationinfluenceexecutive presentationpartnershipindependent operationcollaborationleadershipworkshop facilitationstrategic alignmentproblem-solving