Staff Product Manager (CCaaS)

TL;DR

Staff Product Manager (CCaaS): Leading product direction for enterprise Callback capabilities within hirify.global Cloud to improve customer experience and optimize agent utilization with an accent on scalable platform delivery, routing behaviors, and capacity management. Focus on modernizing callback experiences, transitioning customers to cloud-native engagement models, and aligning technical complexity with commercial priorities.

Location: Hybrid (Ireland, Galway office)

Company

hirify.global is an AI-powered Experience Orchestration platform that enables organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Define and execute the product roadmap for hirify.global Cloud Callback capabilities.
• Partner with engineering and architecture teams to deliver scalable, reliable, and high-performing platform features.
• Own product direction for queue callbacks, scheduled callbacks, virtual hold, and routing behaviors.
• Lead cross-functional initiatives involving operations, finance, billing, pricing, and go-to-market teams.
• Analyze usage trends, abandonment rates, and customer adoption patterns to inform strategy.
• Create detailed product requirements, documentation, and decision records for complex initiatives.

Requirements

• 5-7 years of product management experience in enterprise SaaS, cloud platforms, or contact center technology.
• Deep understanding of callback workflows, queue management, and customer engagement operations.
• Experience delivering technically complex platform capabilities in partnership with engineering.
• Proven ability to translate business needs into clear product requirements and roadmap priorities.
• Ability to operate effectively in large, matrixed enterprise environments with multiple stakeholders.
• Must be based in or able to work hybridly from the Galway office in Ireland.

Nice to have

• Experience with enterprise contact center platforms (CCaaS).
• Expertise in workforce efficiency, journey orchestration, or proactive engagement.
• Experience with cloud scalability, regional capacity planning, or monetization strategies.
• Strong analytical and problem-solving capabilities.

Culture & Benefits

• Flexible work options including hybrid schedules and work-from-home flexibility.
• Comprehensive health coverage, including private insurance and a company dental plan.
• Competitive employer-supported pension scheme and annual bonus program.
• Continuous learning opportunities, mentoring, and clear paths for career advancement.
• Generous paid maternity and paternity leave.