Senior Product Manager - Contact Center & Customer Interaction Technologies

Partnering with Aquent opens the door to impactful career opportunities with industry-leading organizations. We are collaborating with a premier global financial services enterprise to find a visionary leader who will redefine how millions of customers interact with their brand. In this dynamic role, you will have the unique opportunity to champion the evolution of an enterprise customer interaction ecosystem, transforming standard contact center capabilities into a seamless, end-to-end customer journey platform. Your strategic vision will directly shape the future of customer engagement, leveraging cutting-edge technologies to drive meaningful business outcomes and elevate the user experience.

The Opportunity

We are seeking a strategic, hands-on leader to spearhead the modernization of our client's customer interaction suite. You will move beyond execution to take true strategic ownership of the product vision, roadmaps, and business outcomes. By unifying telephony, voice IVR, intelligent routing, workforce management tools, and interaction analytics, you will turn complex customer friction points into elegant, high-impact digital capabilities. Partnering with cross-functional technology, operations, and vendor teams, you will drive innovation-including the integration of applied AI-to deliver world-class customer care solutions.

What You'll Do

• Define and own the end-to-end product strategy, discovery, and outcome-driven roadmap for core customer interaction capabilities, including Voice IVR, omnichannel routing, and self-service.
• Build compelling, data-backed business cases that tie new capabilities directly to measurable business outcomes, operational efficiency, and customer experience KPIs.
• Lead discovery initiatives, analyzing call drivers, associate workflows, and customer journeys to identify pain points and operational requirements.
• Champion the evaluation and enablement of applied AI capabilities, such as call summarization and intelligent interaction insights, navigating proposals through organizational governance boards.
• Define functional requirements, user stories, customer journeys, and acceptance criteria in close collaboration with business operations and engineering teams.
• Prioritize and manage the product backlog, balancing voice-of-the-customer insights, operational capacity, and empirical contact center volume metrics.
• Collaborate with technology architects, internal engineering squads, and enterprise software vendors to ensure seamless integration across cloud communication platforms.
• Oversee operational readiness, release planning, and change management strategies to ensure smooth frontline adoption across contact center teams.

What You'll Bring

• Over 10 years of professional software product management experience, with a proven track record of senior-level ownership from concept through scaled deployment.
• True product ownership expertise, with demonstrated ability to independently drive product strategy, discovery, prioritization, and business cases.
• Deep domain expertise in contact center and telephony technologies, including Voice IVR, intelligent routing, workforce management (WFM), or conversational analytics.
• Strong experience partnering with third-party platform vendors and cross-functional technical teams to deliver enterprise-scale software solutions.
• An analytical mindset, with the ability to leverage interaction data, operational metrics, and call volumes to guide strategic decisions.

Preferred Qualifications

• Experience supporting enterprise migrations from on-premises contact center infrastructure to modern cloud platforms, specifically Genesys Cloud.
• Familiarity with applied AI in customer care, including conversational AI, speech analytics, or generative AI use cases (e.g., automated call summarization).
• Experience navigating regulated environments, such as financial services, wealth management, or investment tools.
• Formal Agile credentials or Product Management certifications (e.g., CSPO, Pragmatic Institute).