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Contact Center Technology Product Manager
Job Description
Location: Toronto, Ontario (hybrid)
- Partner with business leaders, internal teams, and vendors to define and execute the technology strategy for the Global Contact Center.
- Drive the adoption and optimization of the current contact center platform (Genesys Cloud CX), ensuring full functionality is utilized.
- Conduct market research and stay current on industry trends to identify opportunities for innovation in contact center technology.
- Design and present technology-driven solutions to both technical and non-technical stakeholders, including executives.
- Support initiatives that improve automation, customer satisfaction, agent performance, and overall operational efficiency.
- Provide guidance on the integration of APIs, AI/GenAI, and automation tools into contact center workflows.
- Ensure alignment of technology solutions with business objectives and operational needs.
- Contribute to strategic planning and roadmap development for the Global Contact Center.
- Collaborate with project managers and agile teams to deliver solutions effectively.
- Proven experience designing, deploying, and managing contact center technology solutions.
- Strong knowledge of contact center operations and customer experience best practices.
- Expertise with Genesys Cloud CX (or comparable CCaaS platforms).
- Familiarity with ServiceNow and related enterprise service management tools.
- Experience with AI/GenAI applications in customer service environments.
- Solid understanding of APIs, integrations, and cloud-based technologies.
- Excellent communication skills, with the ability to engage both technical and non-technical audiences.
- Strong analytical, organizational, and problem-solving skills.
- Experience with SAFe Agile, project management methodologies, or BPO environments considered an asset.
Looking for more opportunities? Check out our website at jobs.spiritomega.com
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Meet Your Recruiter
Christopher Malcovish
Sr. Recruiter / Account Manager
As a Senior Technical Recruiter at Spirit Omega Staffing in Calgary, Alberta, I lead full-cycle recruitment for complex engineering and technology positions across multiple industries, with a strong emphasis on the oil and gas sector. With over 12 years of experience in talent acquisition and human resources, I bring a deep understanding of the unique workforce demands across sectors such as energy, biomedical, commercial property management, aerospace, and defense.
At Spirit Omega, I partner with hiring managers, C-suite leaders, and project stakeholders to deliver customized staffing solutions that align with business strategy and technical requirements. My expertise includes sourcing and securing high-caliber candidates for roles in software development, infrastructure, automation, mechanical and electrical engineering, and project management. I maintain and optimize applicant tracking systems (ATS), including Avature, and ensure a seamless candidate experience from outreach through onboarding.
I also work closely with immigration teams and third-party vendors to support workforce mobility and compliance in both Canadian and U.S. markets. A SHRM-CP certified professional, I hold a BA and MS in Human Resources Management and Services from Southern New Hampshire University.
My mission at Spirit Omega is to build diverse, qualified talent pipelines that fuel innovation and performance across the industries shaping our future — from energy and infrastructure to advanced technology and defense — with a special focus on oil and gas-related engineering roles that are critical to operational success and long-term sustainability.