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Global Revenue CCaaS Sr. Product Manager - Remote
Full-time
About Resmed
Resmed builds digital health technologies and cloud-connected medical devices for people with sleep apnea, COPD and other chronic diseases, plus out-of-hospital software platforms for care providers in more than 140 countries.
About the Role
Resmed is undergoing a global service transformation and is hiring a Global Revenue CCaaS Senior Product Manager to lead the evolution of its global contact center technology ecosystem. You'll define and drive the product strategy, roadmap, governance and operational alignment across RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management and Observe.ai Service Intelligence.
You'll partner closely with regional service leaders, Global Technology Solutions (GTS) and the Global Revenue CRM Product Manager to deliver aligned roadmaps and seamless customer and agent experiences.
Strategic Leadership & Global Alignment
Own and maintain the Global Revenue CCaaS Product Roadmap.
Keep the roadmap aligned with CRM product leadership and shared dependencies.
Maintain hands-on knowledge of NICE inContact, including routing, IVR/IVA design, agent workflows and reporting.
Present and defend product strategy and roadmap priorities to global leaders.
Drive a globally harmonised approach to contact center operations.
Stakeholder Collaboration
Define integrated platform strategies across CCaaS, CRM and Service Intelligence with GTS and Revenue Technology leadership.
Lead cross-functional workshops to surface requirements and identify opportunities for automation, AI, quality improvement and efficiency gains.
Establish and chair the Global CCaaS Change Control Board.
Backlog Ownership & Roadmap Execution
Translate global requirements into implementation-ready user stories and functional specifications.
Maintain a unified global backlog of CCaaS and Service Intelligence requirements.
Evaluate platform capabilities across NICE inContact, RingCentral, Salesforce and Service Intelligence tools.
Measure adoption, performance and business impact of CCaaS capabilities.
Guide the implementation and optimisation of AI-driven capabilities such as Real-Time Agent Assist, AutoQA, sentiment analysis and interaction analytics.
Qualifications
8+ years in CCaaS technology, contact center operations or product management for large-scale customer service organisations.
A track record of leading or contributing to CCaaS implementations or global rollouts.
Hands-on NICE inContact experience, including routing, IVR/IVA design, reporting and deploying self-serve processes and Agentic AI.
Experience deploying productivity tools and Agentic AI and using Service Intelligence platforms in a contact center.
Experience with CRM and CCaaS integration patterns and Salesforce Service Cloud.
Excellent communication, influence and executive presentation skills.
Preferred
CSPO or Certified Scrum Master.
Experience with RingCentral, NICE, RightAnswers and AI-driven Service Intelligence platforms.
Prior experience in a global Customer Service or Revenue Operations environment.
