Sr Principal Product Manager (Contact Center Platforms)

TL;DR

Sr Principal Product Manager (Contact Center Platforms): Transforming the global contact center ecosystem into a high-performing, standardized, and AI-enabled customer engagement platform with an accent on NICE CXone ownership and operational stabilization. Focus on implementing intelligent automation, defining AI-powered CX strategies, and driving measurable improvements in customer experience and operational efficiency.

Location: Must be based in Mississauga, Ontario (Hybrid: 3 days in office, 2 days remote).

Salary: $150,000–$170,000 CAD per year.

Company

hirify.global is a leading global technology company that plays a vital role in the worldwide IT sales channel, connecting technology manufacturers and cloud providers with business-to-business experts.

What you will do

• Own the global NICE CXone strategy, configuration, and roadmap execution.
• Standardize IVR flows, routing logic, and queue configurations across all regions.
• Lead platform stabilization initiatives to reduce call abandonment and routing failures.
• Define and execute an AI-enabled CX strategy, including conversational AI, virtual assistants, and agent copilots.
• Establish KPI frameworks to measure and improve service levels, AHT, FCR, and CSAT.
• Partner with Infrastructure and Engineering teams to ensure platform scalability and reliability.

Requirements

• Bachelor's degree in Business, Technology, or Engineering.
• 8+ years of experience in Product Management, Customer Experience platforms, or contact center technologies.
• Hands-on experience with NICE CXone or comparable platforms like Genesys, Five9, or Avaya.
• Strong expertise in contact center operations, including IVR, routing, and queue management.
• Proven track record of delivering measurable improvements through platform stabilization or transformation.
• Must be able to work on-site in Mississauga, Ontario for the required hybrid schedule.

Culture & Benefits

• Great Place to Work Certification™ for 2025-2026 in Canada.
• Flexible healthcare, dental, vision, and well-being benefits.
• Comprehensive coverage including critical illness, disability, and mental health support.
• RRSP matching program.
• Paid time off and commitment to a diverse, inclusive work environment.