Sr Principal Product Manager, Contact Center Platforms

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. This position is a hybrid role based in our Mississauga, Ontario office (3 days in office, 2 days remote).

Role

The Sr. Product Manager, Contact Center Platforms is accountable for transforming Ingram Micro's global contact center ecosystem into a high-performing, standardized, and AI-enabled customer engagement platform, with primary ownership of NICE CXone. This role drives measurable improvements in customer experience, operational efficiency, and platform performance by stabilizing fragmented environments, implementing intelligent automation, and establishing a data-driven operating model.

Responsibilities

• Own NICE CXone globally, including strategy, configuration, performance, and roadmap execution

• Standardize IVR flows, routing logic, and queue configurations across regions to ensure consistency

• Manage vendor relationships and drive accountability for performance, delivery, and outcomes

• Lead initiatives to stabilize platform performance across all regions, reducing call abandonment, routing failures, and dropped interactions

• Establish operational governance, performance routines, and measurement frameworks for queue and platform performance

• Own the end-to-end customer interaction journey across voice and digital channels

• Define and execute the AI-enabled CX strategy, delivering conversational AI and virtual assistants, intelligent IVR and self-service, agent assist and copilots, and workflow automation

• Design intelligent routing based on customer attributes, intent, and priority

• Establish a KPI framework covering abandonment and answer rates, AHT, FCR, CSAT, CES, and automation and containment rates

• Execute a phased roadmap, prioritizing stabilization before expansion, and support integration readiness with platforms such as Zendesk, Netomi, and Dynamics

• Partner with Infrastructure and Engineering to ensure platform scalability and reliability, and communicate progress, risks, and outcomes to executive leadership

What you bring to the role

• 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

• Ability to translate strategy into measurable business outcomes, with strong vendor management and analytical capabilities