Product Manager – CCaaS

About the role

As a Product Manager for Contact Center as a Service (CCaaS) within TELUS Digital’s CX Transformation team, you will partner with client stakeholders and cross‑functional teams to shape and deliver innovative contact‑center solutions that drive measurable business value.

Key responsibilities

• Build and nurture strong client relationships while translating business goals into product vision.
• Lead multidisciplinary, international teams to iteratively deliver CCaaS products on time and within budget.
• Manage complex requirement backlogs across platforms such as Genesys, Amazon Connect, Five9 and Google CES.
• Facilitate scope management, feature prioritisation and roadmap definition.
• Guide technical discussions on system architecture, telephony integrations and data flows.
• Organise journey‑mapping, user‑story‑mapping and other product‑focused workshops with internal and client stakeholders.

Required profile

• Proven experience leading product initiatives in contact‑center or telecom environments.
• Excellent client‑facing communication skills, capable of engaging C‑level executives.
• Strong collaborative mindset with ability to work across engineering, delivery and business teams.

Required skills

• Genesys
• Amazon Connect
• Five9
• Google CES (Contact Center AI)

What we offer

• Hybrid or fully remote work options within the United States.
• Opportunity to influence large‑scale digital transformation projects for global clients.
• Access to TELUS Digital’s extensive resources and innovative culture.