Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation.
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.
Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms.
Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains.
Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritization across regions and functions.
Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements, co-prioritized with business partners and GTS.
Align roadmap planning with CRM product leadership to ensure complementary delivery of sequencing and shared integration milestones.
Evaluate platform capabilities and dependencies across NICE inContact, RingCentral, Salesforce, and Service Intelligence tools, supporting GTS in technical solutioning.
Measure adoption, performance, and business impact of CCaaS capabilities and continuously refine the roadmap based on insights and outcomes.
Guide the implementation and optimization of AI-driven capabilities such as Real-Time Agent Assist, AutoQA, sentiment analysis, and interaction analytics.
Demonstrate strategic problem-solving and analytical thinking capability.
Requirements
This role is responsible for 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.
Supporting all global regions, this senior-level position requires a highly independent leader with deep hands-on expertise in CCaaS technologies and a strong understanding of modern contact center operations.
The ideal candidate combines practitioner-level platform knowledge with a growth mindset and the ability to identify innovative, data-driven opportunities that accelerate customer service transformation and operational excellence.
experience implementing and optimizing CCaaS solutions within complex, enterprise-scale global environments, with particular expertise in NICE inContact.
Maintain deep, current knowledge of CCaaS platforms, with hands-on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting.
experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility.
experience to align on solution design, sequencing, and delivery approach.
Act as a strategic advisor, influencing organizational direction through data-driven insights, best practices, and deep technical understanding.
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.
Experience with Salesforce Service Cloud. Preferred Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM).
Experience with RingCentral, NICE, RIght Answers Knowledge platform, and AI-driven Service Intelligence platforms.
Experience with Jira or Asana. Prior
experience in a global Customer Service or Revenue Operations environment.
Experience
Qualifications Required 8+ years of
Benefits
Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases.
By enabling better care, we improve quality of life, reduce the impact of chronic disease, and lower costs for consumers and healthcare systems in more than 140 countries.
benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members.
benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
Employees have Flexible Time Off (FTO), receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.
At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.
A reasonable estimate of the current base salary range for this position is: $170,000 to $190,000 USD Joining us is more than saying “yes” to making the world a healthier place.
Additional details
About Resmed We pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives.
Our 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.
Our 2030 operating model intends to improve 500 million people’s lives and help them achieve their full health potential. Let’s talk
about the Role Global Revenue CCaaS Sr. Product Manager with a growth mindset, focused on driving contact center transformation through innovation, stakeholder collaboration, and employee and customer-centric product delivery.
We are undergoing global service transformation and are seeking a collaborative, strategic, and execution-focused Global Revenue CCaaS Senior Product Manager to lead the evolution of Resmed’s global contact center technology ecosystem.
They must be comfortable influencing at all levels of the organization, confidently presenting and defending product strategies, prioritization decisions, and roadmap recommendations to both technical and business stakeholders.
This role requires exceptional collaboration and partnership skills, working 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.
Given the strong intersection between CRM and CCaaS capabilities, the role will also 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.
The Global Revenue CCaaS Senior Product Manager is ultimately accountable for the ongoing definition, refinement, communication, and execution of the Global Revenue CCaaS Product Roadmap, ensuring strategic alignment, scalable platform capabilities, and measurable business value across the enterprise.
Responsibilities Strategic Leadership & Global Alignment Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy.