Sr Principal Product Manager, Contact Center Platforms
Hybrid · Mississauga, Ontario, Canada
Job Summary
Senior Product Manager for Contact Center Platforms responsible for owning NICE CXone globally, stabilizing and optimizing the end-to-end contact center tech stack, and driving AI-enabled customer experiences. Leads platform governance, automation initiatives, and KPI-driven improvements (abandonment, AHT, FCR, CSAT/CES) across regions; defines AI-enabled CX strategy (intelligent automation, routing, agent assist); delivers phased roadmaps for omnichannel capabilities, ensures integration readiness with Zendesk/Netomi/Dynamics; collaborates with cross-functional teams to scale performance, reliability, and ROI. Hybrid role based in Mississauga, Ontario (3 days in-office, 2 remote).
Required Qualifications
- Bachelor's Degree in Business, Technology or Engineering or equivalent
- 8+ years of experience in Product Management, Customer Experience platforms, or contact center technologies
- Hands-on experience with NICE CXone or comparable platforms (e.g., Genesys, Five9, Avaya)
- Proven track record of delivering measurable improvements through platform stabilization or transformation initiatives
- Strong expertise in contact center operations, including IVR, routing, and queue management
- Experience delivering AI-enabled customer experience solutions (automation, routing, agent assist)
- Exposure to omnichannel environments and global operations
- Strong understanding of contact center KPIs and performance drivers
- Knowledge of AI and automation in customer experience environments
- Ability to translate strategy into measurable business outcomes
- Strong vendor management and stakeholder accountability skills
- Advanced analytical and problem-solving capabilities
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