This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Role: The Sr. Product Manager, Contact Center Platforms is accountable for transforming Ingram Micro’s global contact center ecosystem into a high-performing, standardized, and AI-enabled customer engagement platform, with primary ownership of NICE CXone. This role drives measurable improvements in customer experience, operational efficiency, and platform performance by stabilizing fragmented environments, implementing intelligent automation, and establishing a data-driven operating model. The position plays a critical role in building an AI-powered customer experience, enabling faster resolution, reduced customer effort, and scalable global support.

Responsibilities:

1. Platform Ownership & Vendor Accountability

• Own NICE CXone globally, including strategy, configuration, performance, and roadmap execution

• Standardize IVR flows, routing logic, and queue configurations across regions to ensure consistency

• Increase platform utilization and ROI by activating underused capabilities

• Manage vendor relationships and drive accountability for performance, delivery, and outcomes

2. Platform Stabilization & Operational Performance

• Lead initiatives to stabilize platform performance across all regions

• Reduce call abandonment, routing failures, and dropped interactions

• Establish operational governance and performance routines with clear accountability

• Implement measurement frameworks to enable visibility into queue and platform performance

• Drive sustained improvements in service levels and operational efficiency

3. Customer Experience, AI & Automation

• Own the end-to-end customer interaction journey across voice and digital channels

• Define and execute the AI-enabled CX strategy, including intelligent automation and engagement models

• Deliver AI-powered capabilities such as:

  • Conversational AI and virtual assistants

  • Intelligent IVR and self-service

  • Agent assist and copilots

  • Workflow automation and auto-summarization

• Design intelligent routing based on customer attributes, intent, and priority

• Increase automation to improve resolution speed and reduce manual effort

• Enhance agent workflows to improve productivity and consistency

4. Performance Management & Business Impact

• Establish a KPI framework tied to key business and customer outcomes, including:

  • Abandonment and answer rates

  • Average handle time (AHT) and quality

  • First contact resolution (FCR) and escalations

  • CSAT and Customer Effort Score (CES)

  • Automation and containment rates

• Deliver real-time performance visibility for leadership

• Use data insights to drive continuous improvement in CX and operational performance

5. Product Roadmap & Capability Delivery

• Execute a phased roadmap, prioritizing stabilization before expansion

• Deliver omnichannel and AI-enabled CX capabilities that improve scalability and consistency

• Ensure all initiatives produce measurable improvements in performance or experience

• Support integration readiness with platforms such as Zendesk, Netomi, and Dynamics

6. Cross-Functional Leadership & Execution

• Drive accountability across country operations for performance outcomes

• Partner with Infrastructure and Engineering to ensure platform scalability and reliability

• Build internal expertise to reduce reliance on vendors and improve speed of execution

• Communicate progress, risks, and outcomes clearly to executive leadership

What you bring to the role:

• Bachelor's Degree in Business, Technology or Engineering or equivalent.

• 8+ years of experience in Product Management, Customer Experience platforms, or contact center technologies.

• Hands-on experience with NICE CXone or comparable platforms (e.g., Genesys, Five9, Avaya).

• Proven track record of delivering measurable improvements through platform stabilization or transformation initiatives.

• Strong expertise in contact center operations, including IVR, routing, and queue management.

• Experience delivering AI-enabled customer experience solutions (automation, routing, agent assist).

• Exposure to omnichannel environments and global operations.

• Strong understanding of contact center KPIs and performance drivers.

• Knowledge of AI and automation in customer experience environments.

• Ability to translate strategy into measurable business outcomes.

• Strong vendor management and stakeholder accountability skills.

• Advanced analytical and problem-solving capabilities.

• *This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $150,000 - $170,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!