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Product Manager, Customer Contact Experience Services

Job family: Technology Delivery

Role type: Product Management

Organization: EY Technology, Infrastructure and Operations

Primary platform: Genesys Cloud CX

The prospect

The 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.

The 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.

Key responsibilities

• Own 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.

• Act as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and other product teams.

• Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.

• Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.

• Oversee service performance, inciden

📌 Product Manager-Customer Contact Experience Services (Gurugram)
🏢 EY
📍 Gurugram