{"id":1546442,"url":"https://alion.io/job/ernst-young-product-manager-customer-contact-experience-services","title":"Product Manager-Customer Contact Experience Services","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Product","role_family":"Product","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":63000,"period":"year","method":"role_country_seniority_unknown","sample_n":128},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"GDPR","optional":true},{"name":"Microsoft Teams","optional":true},{"name":"Power BI","optional":true},{"name":"Rest API","optional":true},{"name":"ServiceNow","optional":true},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-09-30T22:17:05Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-11-05T11:04:06Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.\nProduct Manager, Customer Contact Experience Services\nJob family: Technology Delivery\nRole type: Product Management\nOrganization: EY Technology, Infrastructure and Operations\nPrimary platform: Genesys Cloud CX\nThe opportunity\nThe Customer Contact Experience, or CCX, Product Manager has end-to-end accountability for the business and technology success of EY’s global cloud contact center service. The role develops and communicates the product vision and roadmap, translating business priorities into the technical roadmap while ensuring the service remains desirable, viable, functional, secure, reliable, compliant and cost-effective.\nThe Product Manager leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers. The role covers the full product lifecycle, from requirements and investment decisions through delivery, adoption, service operation and continuous improvement.\nKey responsibilities\nOwn and communicate the CCX business product vision, strategy and roadmap, ensuring that business priorities and desired value drive the technical product roadmap and service offerings.\nAct as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and other product teams.\nGather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.\nManage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.\nOversee service performance, incidents, problems, capacity, business continuity, disaster recovery and continuous improvement.\nManage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts, licensing and commercial discussions.\nMaintain oversight of product costs, forecasts, licensing consumption and investment requirements.\nEnsure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements.\nCoordinate required architecture, security, privacy and risk assessments for new capabilities and integrations.\nDefine and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes.\nCommunicate product direction, releases and service changes to senior stakeholders and user communities.\nMonitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY.\nSkills and attributes for success\nStrong product management, roadmap development and prioritization capability.\nAbility to lead a multi-disciplinary global team through the product lifecycle, create clarity across business and technical stakeholders, and drive a product mindset with limited supervision.\nStrong customer focus with the ability to translate business needs into scalable technical outcomes.\nExcellent stakeholder, supplier, communication, negotiation and decision-making skills.\nStrong analytical, commercial and problem-solving capabilities.\nAbility to balance customer value, cost, operational stability, technical feasibility, risk and compliance.\nExperience working across global teams, cultures and time zones.\nTo qualify for the role, you must have\nSignificant experience in technology product management, service ownership or a comparable end-to-end technology role.\nStrong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.\nStrong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification and maintenance of functional and non-functional requirements.\nExperience planning and delivering product activation, stakeholder communications, documentation and training to increase adoption, remove usage barriers and support organizational readiness.\nExperience managing strategic technology suppliers or managed service providers.\nUnderstanding of enterprise security, privacy, data protection and regulatory governance.\nStrong written and verbal English communication skills.\nIdeally, you will also have\nExperience with Genesys Cloud CX.\nKnowledge of IVR, routing, recording, workforce engagement, digital channels and contact center analytics.\nUnderstanding of IP telephony, SIP, SBCs, WebRTC, PSTN connectivity and Microsoft Teams telephony.\nExperience with ServiceNow, REST APIs, identity services and enterprise integrations.\nFamiliarity with Azure, AWS, Power BI, DevOps, scripting or automation.\nKnowledge of GDPR, privacy impact assessments, data residency, retention and Responsible AI governance.\nExperience with global service operations, business continuity and disaster recovery.\nMeasures of success\nA clear, actively managed business product strategy and roadmap that demonstrates desired business value and drives an aligned technical product roadmap.\nReliable, secure and compliant service delivery.\nEffective delivery and adoption of product improvements.\nStrong customer and stakeholder satisfaction.\nEffective supplier, financial and licensing management.\nMeasurable improvements in product performance, operational efficiency and customer experience.\nEY | Building a better working world\nEY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.\nEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.\nWorking across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex 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