Sr Principal Product Manager, Contact Center Platforms

Ingram Micro•Mississauga, ON

2d•CA$150,000 - CA$170,000•Hybrid

About The Position

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! 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. 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.

Requirements

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.

Responsibilities

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
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
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
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
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
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