Senior Technical Product Manager II(CCaaS)

Define and champion product vision, strategy, and long-term roadmap for Bell's CCaaS solutions, based on customer needs, market trends, competitive intelligence, and business goals.,Conduct in-depth market analysis, competitive landscaping, and customer research to identify emerging needs and innovation opportunities.,Elicit, define, and document detailed product requirements and user stories linked to customer needs and Bell's value proposition.,Develop and manage pricing strategy, packaging, and commercial models for the CCaaS portfolio to ensure competitive positioning and achieve revenue targets, including forecasting and performance tracking.,Serve as a subject matter expert on CCaaS technologies and Customer Experience (CX) industry advancements (e.g., omnichannel routing, IVR, WFO/WFM, AI/ML applications, CTI, CRM integrations, cloud-native architectures).,Oversee the entire product lifecycle from ideation, business case development, through development, launch, adoption, and end-of-life.,Accountable for partnership agreements with CCaaS partners and driving improvements in partnership strategy, product, go-to-market, and operations.,Evaluate, select, and manage relationships with technology partners and vendors to integrate complementary capabilities.,Collaborate with marketing, sales, and channel teams for effective go-to-market plans, product positioning, messaging, sales enablement, and training.,Act as a key liaison, influencing and aligning stakeholders across engineering, operations, product marketing, sales, and executive leadership.,Define KPIs for CCaaS products, monitor revenues and performance, analyze usage data, and derive insights for product improvements and strategic decisions.

Bachelor's degree in Computer Science, Engineering, Business Administration, or a related technical field.,5+ years of progressive experience in Technical Product Management with strong emphasis on Contact Center solutions, CCaaS, UCaaS, or other cloud-based communication and collaboration platforms.,Demonstrated success in defining, launching, and managing complex technology products in a B2B environment.,Experience with commercial modeling, pricing, business case development, and revenue forecasting for SaaS products.,Understanding of contact center architecture, technologies, operational flows, and industry best practices.,Excellent analytical, strategic thinking, and problem-solving capabilities.,Superior communication, presentation, and interpersonal skills, with the ability to effectively engage and influence diverse stakeholders, including executive leadership.,Proven ability to thrive in a fast-paced, innovative, and collaborative work environment.,Master's degree or MBA (Preferred).,Direct experience with enterprise CCaaS platforms such as Genesys Cloud, Nice CX One, 8x8, Zoom, Amazon Connect, Google CCAI, Five9, Webex Contact Center (Preferred).,Operational experience in a Contact Centre environment (Preferred).,Experience with Virtual agents, AI, Machine Learning, and automation in customer service contexts (Preferred).,Familiarity with major cloud platforms (e.g., AWS, Azure, GCP) (Preferred).,Experience within a large telecommunications or enterprise technology company (Preferred).,Familiarity with Agile development methodologies (Preferred).,Relevant certifications in product management, cloud technologies, or contact center solutions (Preferred).

Bachelor's Degree

Must be based in Canada and report to a set Bell office for a minimum of 3 days a week (for Hybrid roles).