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Global Revenue CCaaS Sr. Product Manager

June 2, 2026

About ResmedWe 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.<div></div>Let’s talk about the RoleCCaaS Product Manager with a growth mindset, focused on driving contact center transformation through innovation, stakeholder collaboration, and employee and customer-centric product delivery.We are undergoing global service transformation and are seeking a collaborative, strategic, and execution-focused Global Revenue CCaaS Senior Product Manager to lead the evolution of Resmed’s global contact center technology ecosystem. 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 center operations. The ideal candidate combines practitioner-level platform knowledge with a growth mindset and the ability to identify innovative, data-driven opportunities that accelerate customer service transformation and operational excellence.The successful candidate will bring demonstrated experience implementing and optimizing CCaaS solutions within complex, enterprise-scale global environments, with particular expertise in NICE inContact. They must be comfortable influencing at all levels of the organization, confidently presenting and defending product strategies, prioritization decisions, and roadmap recommendations to both technical and business stakeholders.This role requires exceptional collaboration and partnership skills, working closely with regional service leaders, business stakeholders, and Global Technology Solutions (GTS) teams to ensure solutions align with enterprise priorities, architectural standards, and evolving customer needs. Given the strong intersection between CRM and CCaaS capabilities, the role will also partner closely with the Global Revenue CRM Product Manager to deliver aligned roadmaps, coordinated delivery sequencing, and seamless customer and agent experiences across all touchpoints.The Global Revenue CCaaS Senior Product Manager is ultimately accountable for the ongoing definition, refinement, communication, and execution of the Global Revenue CCaaS Product Roadmap, ensuring strategic alignment, scalable platform capabilities, and measurable business value across the enterprise.<div></div>Let’s talk about the ResponsibilitiesStrategic Leadership & Global Alignment<ul><li>Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy.</li><li>Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation.</li><li>Maintain deep, current knowledge of CCaaS platforms, with hands-on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting.</li><li>Apply prior real-world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility.</li><li>Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders.</li><li>Drive a globally harmonized approach to contact center operations while respecting regional requirements and constraints.</li></ul><div></div>Stakeholder Collaboration & Influence<ul><li>Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM, and Service Intelligence ecosystems.</li><li>Serve as a hands-on thought partner to GTS, leveraging implementation experience to align on solution design, sequencing, and delivery approach.</li><li>Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms.</li><li>Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains.</li><li>Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritization across regions and functions.</li><li>Act as a strategic advisor, influencing organizational direction through data-driven insights, best practices, and deep technical understanding.</li></ul><div></div>Requirement Discovery, Backlog Ownership & Roadmap Execution<ul><li>Independently gather global requirements and translate them into implementation-ready user stories and functional specifications.</li><li>Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements, co-prioritized with business partners and GTS.</li><li>Align roadmap planning with CRM product leadership to ensure complementary delivery of sequencing and shared integration milestones.</li><li>Evaluate platform capabilities and dependencies across NICE inContact, RingCentral, Salesforce, and Service Intelligence tools, supporting GTS in technical solutioning.</li><li>Partner with delivery teams throughout design, implementation, and stabilization phases to ensure solutions are scalable, supportable, and adopted.</li><li>Measure adoption, performance, and business impact of CCaaS capabilities and continuously refine the roadmap based on insights and outcomes.</li><li>Guide the implementation and optimization of AI-driven capabilities such as Real-Time Agent Assist, AutoQA, sentiment analysis, and interaction analytics.</li></ul><div></div>Let’s talk about your QualificationsRequired<ul><li>8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations.</li><li>Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies.</li><li>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.</li><li>Experience supporting global service operations across multiple regions and time zones.</li><li>Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi-region product roadmap.</li><li>Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting.</li><li>Experience collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns.</li><li>Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities.</li><li>Excellent communication, influence, and executive presentation skills.</li><li>Experience with Salesforce Service Cloud.</li></ul>Preferred<ul><li>Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM).</li><li>Experience with RingCentral, NICE, RIght Answers Knowledge platform, and AI-driven Service Intelligence platforms.</li><li>Experience with Jira or Asana.</li><li>Prior experience in a global Customer Service or Revenue Operations environment.</li><li>Strong interpersonal and communication skills and comfort in an open cross functional environment.</li><li>Demonstrate strategic problem-solving and analytical thinking capability.</li></ul>Interview Note<ul><li>Candidates should expect to discuss prior CCaaS implementation experience, including platform decisions, delivery challenges, lessons learned, and measurable business outcomes.</li></ul>Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...