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IT Product Manager

1 month ago

Etobicoke, Ontario, Canada Sunwing Full time

The Opportunity:

At Sunwing Vacations, we are seeking a skilled IT Product Manager to join our team and contribute to the success of our Contact Centre technology within the Genesys CcaaS Platform. As an IT Product Manager, you will be responsible for overseeing the commercial success of our Contact Centre technology, managing all stages of the product life cycle, from ideation and design to launch and enhancement, ensuring alignment with customer needs within an Agile SDLC framework.

Key Responsibilities:

  • Define and champion the product vision and strategy, ensuring it meets customer needs.
  • Create high-level project plans and prioritize tasks with relevant stakeholders.
  • Develop and maintain a product roadmap, communicating updates to internal and external audiences.
  • Serve as a product advocate and provide technical guidance for the Genesys Cloud solutions.
  • Collaborate with cross-functional teams to ensure smooth implementation and strategy alignment, including AI enhancements and new product solutions.
  • Work within an Agile framework, creating and managing Scrum work items and leading ceremonies.
  • Coordinate with Developers, Business Analysts, and QA teams to deliver software on a Sprint-driven cadence.
  • Manage parallel projects and provide mentorship and leadership within the Stream.
  • Support technology upgrade projects and understand software architecture and infrastructure concepts.
  • Coordinate product releases and lifecycle changes with various teams, including cross-Stream coordination.
  • Act as the main point of contact for all issues related to the Stream and its products.
  • Serve as the key Subject Matter Expert, working closely with technical resources to resolve issues.
  • Prioritize issues based on urgency, impact, and risks, and work to mitigate persistent issues.
  • Manage telecom resource requirements, balancing tactical and strategic demands.
  • Implement IT continuous improvement programs and manage strategic relationships with IT product and service providers.
  • Provide technical expertise for tactical and operational initiatives and ensure appropriate IT infrastructure.

Requirements:

  • College diploma or University degree in a related field.
  • 3-5 years of experience in Product Management, Project Management, and Software Development.
  • Strong analytical, organizational, and multitasking skills.
  • Excellent communication, documentation, and presentation skills.
  • Ability to lead and inspire teams, influencing stakeholders across various levels.
  • Familiarity with Agile SDLC frameworks and Scrum methodologies.
  • Technical proficiency with APIs, Micro-service architectures, and SQL databases.
  • In-depth knowledge of the Genesys CcaaS Platform and related technologies, including AI, IVR, Secure Pause, PCI, and system integrations.

What We Offer:

  • Hybrid Work Opportunities
  • Great travel perks
  • GoodlifeCorporate Discount
  • Comprehensive benefits package
  • RRSP Matching Program
  • Growth opportunities
  • Free Parking
  • Open concept, collaborative workspace
  • Fresh Café with delicious snacks and meals at a subsidized price
  • Opportunity to give back through our social responsibility initiatives