Global Revenue CCaaS Sr. Product Manager

About Resmed We pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher‑quality lives. Our digital health technologies and cloud‑connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. Our comprehensive out‑of‑hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice.

By enabling better care, we improve quality of life, reduce the impact of chronic disease, and lower costs for consumers and healthcare systems in more than 140 countries. Our 2030 operating model intends to improve 500 million people’s lives and help them achieve their full health potential. Role Global Revenue CCaaS Senior Product Manager with a growth mindset, focused on driving contact centre transformation through innovation, stakeholder collaboration and employee‑ and customer‑centric product delivery.

This role is responsible for defining and driving the product strategy, roadmap, governance and operational alignment across key platforms including RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management and Observe.ai Service Intelligence. Supporting all global regions, this senior‑level position requires a highly independent leader with deep hands‑on expertise in CCaaS technologies and a strong understanding of modern contact centre operations. Responsibilities Strategic Leadership & Global Alignment: own, develop and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities and enterprise strategy.

Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognising shared dependencies and opportunities for integrated innovation. Maintain deep, current knowledge of CCaaS platforms, with hands‑on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows and reporting. Apply prior real‑world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks and ensure operational feasibility.

Present and robustly defend product strategy, architectural recommendations and roadmap priorities to global leaders and executive stakeholders. Drive a globally harmonised approach to contact centre operations while respecting regional requirements and constraints. Stakeholder Collaboration & Influence: partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM and Service Intelligence ecosystems.

Serve as a hands‑on thought partner to GTS, leveraging implementation experience to align on solution design, sequencing and delivery approach. Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms. Lead cross‑functional workshops to surface requirements, define user stories and identify opportunities for automation, AI, quality improvement and efficiency gains.

Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritisation across regions and functions. Act as a strategic advisor, influencing organisational direction through data‑driven insights, best practices and deep technical understanding. Requirement Discovery, Backlog Ownership & Roadmap Execution: independently gather global requirements and translate them into implementation‑ready user stories and functional specifications.

Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements, co‑prioritised with business partners and GTS. Align roadmap planning with CRM product leadership to ensure complementary delivery of sequencing and shared integration milestones. Evaluate platform capabilities and dependencies across NICE inContact, RingCentral, Salesforce and Service Intelligence tools, supporting GTS in technical solutioning.

Partner with delivery teams throughout design, implementation and stabilisation phases to ensure solutions are scalable, supportable and adopted. Measure adoption, performance and business impact of CCaaS capabilities and continuously refine the roadmap based on insights and outcomes. Guide the implementation and optimisation of AI‑driven capabilities such as Real‑Time Agent Assist, AutoQA, sentiment analysis and interaction analytics.

Qualifications 8+ years experience in CCaaS technology, contact centre operations or product management supporting large‑scale customer service organisations. Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements or global roll‑outs with a practical knowledge of emerging technologies. Hands‑on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/analytics and skills‑based routing and experience with deploying self‑serve processes and Agentic AI.

Experience supporting global service operations across multiple regions and time zones. Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing and communicating a multi‑region product roadmap. Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact centre setting.

Experience collaborating closely with CRM product teams and understanding CRM‑CCaaS integration patterns. Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities. Excellent communication, influence and executive presentation skills.

Experience with Salesforce Service Cloud. Preferred: Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM). Experience with RingCentral, NICE, RightAnswers Knowledge platform and AI‑driven Service Intelligence platforms.

Experience with Jira or Asana. Prior experience in a global Customer Service or Revenue Operations environment. Strong interpersonal and communication skills and comfort in an open cross‑functional environment.

Demonstration of strategic problem‑solving and analytical thinking capability. Benefits Comprehensive medical, vision, dental and life, AD&D, short‑term and long‑term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP) and tuition assistance. Flexible time off, 11 paid holidays plus 3 floating days and eligibility for 14 weeks of primary caregiver or 2 weeks of secondary caregiver leave when welcoming new family members.

Employees scheduled to work 30 or more hours per week are eligible for benefits. Employee salary range: $170,000 to $190,000 USD, with factors such as geographic location, relevant qualifications, work experience and skills considered. #J-18808-Ljbffr