Senior Technical Product Manager II(CCaaS)

Req Id: 428178

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.

On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Summary

Bell Business Markets is seeking a highly experienced and visionary Senior Technical Product Manager to spearhead one or more of our Contact Center as a Service (CCaaS) products as lead business owner. This pivotal role involves defining, developing, and executing the roadmap for our CCaaS portfolio, with a primary focus on leading the strategy, active PnL management, and driving growth of our CCaaS solutions offered by Bell Business Markets. You will be instrumental in translating market demands and technological industry advancements into a compelling product offering, working collaboratively with the CCaaS partner, sales, marketing, professional services advisory & engineering, and managed services operations/customer success support

Key Responsibilities

• Product Strategy & Vision: Define and champion the product vision, strategy, and long-term roadmap for one of Bell's leading CCaaS solutions as business owner lead. The product strategy will be grounded in customer needs , market and industry trends, competitive intelligence, and strategic business goals.
• Market & Customer Intelligence: Conduct in-depth market analysis, competitive landscaping, and customer research to identify emerging needs, opportunities for innovation, and potential differentiators.
• Requirements & value proposition: Elicit, define, and document detailed product requirements, user stories that are linked to customer needs and Bell value proposition
• Revenue & Pricing Strategy: Develop and manage the pricing strategy, packaging, and commercial models for the CCaaS portfolio, ensuring competitive positioning and achievement of revenue targets. This includes forecasting, performance tracking, and identifying opportunities for revenue growth and margin improvement
• Technical and CX industry Leadership: Serve as a subject matter expert on CCaaS technologies and Customer experience (CX) industry advancements, including omnichannel routing, IVR, workforce optimization (WFO/WFM), AI/ML applications (chatbots, analytics), agentic AI approaches,CTI, CRM integrations, and cloud-native architectures.
• Product Lifecycle Management: Oversee the entire product lifecycle, from ideation and business case development through to development, launch, adoption, and end-of-life.
• Partner management: Accountable for the partnership agreement with CCaaS partner while also driving improvements in the partnership – strategy, product, g2m, operations,
• Partner Ecosystem: Evaluate, select, and manage relationships with related technology partners and vendors to integrate complementary capabilities and enhance the CCaaS platform offering.
• Go-to-Market (GTM) Enablement: Collaborate closely with marketing, sales, and channel teams to develop effective go-to-market plans, product positioning, messaging, sales enablement collateral, and training.
• Cross-Functional Collaboration: Act as a key liaison and evangelist for CCaaS products, influencing and aligning stakeholders across engineering, operations, product marketing, sales, and executive leadership.
• Performance & Analytics: Define key performance indicators (KPIs) for CCaaS products, monitor Revenues, performance, analyze usage data, and derive insights to drive product improvements and strategic decisions.

Critical Qualifications

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related technical field.
• 5+ years of progressive experience in Technical Product Management, with a strong emphasis on Contact Center solutions, CCaaS, UCaaS, or other cloud-based communication and collaboration platforms.
• Demonstrated success in defining, launching, and managing complex technology products in a B2B environment
• Experience with commercial modeling, pricing, business case development, and revenue forecasting for SaaS products is highly desirable.

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