Global Revenue CCaaS Sr. Product Manager - Remote

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About Resmed We pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease, and lower costs for consumers and healthcare systems in more than 140 countries. Our 2030 operating model intends to improve 500 million people's lives and help them achieve their full health potential. Let's talk about the Role Global Revenue CCaaS Sr. Product Manager with a growth mindset, focused on driving contact center transformation through innovation, stakeholder collaboration, and employee and customer-centric product delivery. We are undergoing global service transformation and are seeking a collaborative, strategic, and execution-focused Global Revenue CCaaS Senior Product Manager to lead the evolution of Resmed's global contact center technology ecosystem. This role is responsible for defining and driving the product strategy, roadmap, governance, and operational alignment across key platforms including RingCentral, NICE inContact, Salesforce Service Cloud, RightAnswers Knowledge Management, and Observe.ai Service Intelligence. Supporting all global regions, this senior-level position requires a highly independent leader with deep hands-on expertise in CCaaS technologies and a strong understanding of modern contact center operations. The ideal candidate combines practitioner-level platform knowledge with a growth mindset and the ability to identify innovative, data-driven opportunities that accelerate customer service transformation and operational excellence. The successful candidate will bring demonstrated experience implementing and optimizing CCaaS solutions within complex, enterprise-scale global environments, with particular expertise in NICE inContact. They must be comfortable influencing at all levels of the organization, confidently presenting and defending product strategies, prioritization decisions, and roadmap recommendations to both technical and business stakeholders. This role requires exceptional collaboration and partnership skills, working closely with regional service leaders, business stakeholders, and Global Technology Solutions (GTS) teams to ensure solutions align with enterprise priorities, architectural standards, and evolving customer needs. Given the strong intersection between CRM and CCaaS capabilities, the role will also partner closely with the Global Revenue CRM Product Manager to deliver aligned roadmaps, coordinated delivery sequencing, and seamless customer and agent experiences across all touchpoints. The Global Revenue CCaaS Senior Product Manager is ultimately accountable for the ongoing definition, refinement, communication, and execution of the Global Revenue CCaaS Product Roadmap, ensuring strategic alignment, scalable platform capabilities, and measurable business value across the enterprise. Let's talk about the Responsibilities Strategic Leadership & Global Alignment Own, develop, and maintain the Global Revenue CCaaS Product Roadmap, ensuring priorities align with business needs, technology capabilities, and enterprise strategy. Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager, recognizing shared dependencies and opportunities for integrated innovation. Maintain deep, current knowledge of CCaaS platforms, with hands-on understanding of NICE inContact, including routing strategies, IVR/IVA design, agent workflows, and reporting. Apply prior real-world CCaaS implementation experience to guide roadmap decisions, anticipate delivery risks, and ensure operational feasibility. Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders. Drive a globally harmonized approach to contact center operations while respecting regional requirements and constraints. Stakeholder Collaboration & Influence Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies across CCaaS, CRM, and Service Intelligence ecosystems. Serve as a hands-on thought partner to GTS, leveraging implementation experience to align on solution design, sequencing, and delivery approach. Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms. Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation, AI, quality improvement, and efficiency gains. Establish and chair the Global CCaaS Change Control Board, ensuring transparent governance and prioritization acr