Deloitte · 1 month ago
GCC ServiceNow Product Manager
Nashville, TN
Full-time
Onsite
Senior Level
7+ years expDeloitte Global is a leading organization that delivers strategic programs and services across disciplines. They are seeking a GCC ServiceNow Product Manager to drive the adoption of contact center technology and ensure full functionality of tools like Genesys Cloud CX and ServiceNow, while also researching industry trends for innovation opportunities.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
Responsibilities
Seeking Professional with strong contact center technology experience to join our team in support of a Global Contact Center
Working with vendors and internal teams the resource must be able to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for the GCC
This role will help drive the adoption of the current toolset, Genesys Cloud CX and ServiceNow as our CRM to ensure full functionality is being leveraged to support the business
Responsible to conduct research of industry trends and identify opportunities for innovation leveraging current and evolving technologies
Experience in deploying, managing, and driving innovation for Contact Center technology using ServiceNow ITSM
Good understanding of all aspects of Contact center operations
Requires ability to understand and relate to the business objectives and drive the application of technology solutions
Ability to research and stay current on contact center industry trends, identify technology opportunities, present them for consideration
Drive innovation for contact center automation, agent and customer satisfaction, and overall operational efficiency
Ability to adjust communications to both technical and non-technical audiences
Must have strong analytical abilities and organizational/planning abilities
Qualification
Required
7+ years of experience in technology delivery, including leadership of large-scale, complex programs
Proven track record in managing multi-disciplinary teams and delivering enterprise-grade solutions
Strong stakeholder management and executive communication skills
Advanced understanding of delivery methodologies (Agile, Waterfall, Hybrid)
Strong contact center technology experienceServiceNow experience
AI and GEN AI experience
Strong understanding of API's
Bachelor's or Master's degree in Computer Science, Engineering, or related
Preferred
Genesys Cloud CX experience preferred, but other CCaaS solution experience considered
SAFe Agile and Project management skills
BPO experience
Certifications PMP, Scrum Master, AWS/Azure, etc
Benefits
At Deloitte, we value our people and offer employees a broad range of benefits.
Our Total Rewards program reflects our continued commitment to lead from the front in everything we do-that's why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.
Company
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
H1B Sponsorship
Deloitte has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
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2023 (5604)
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2020 (10388)
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
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