Director of CX Products (CCaaS, RPA...)

Job ResponsibilitiesProduct Strategy & RoadmapDefine the product vision, strategy, and multi-year roadmap for Wing’s CCaaS platform.Benchmark global CCaaS trends (Genesys Cloud, NICE, Five9, Amazon Connect, etc.) and adapt best practices to Wing’s operating environment.Drive omnichannel engagement strategy across voice, chat, social, and digital platforms.Align CCaaS roadmap with broader CX, digital banking, and AI product strategies.Platform Development & ManagementLead CCaaS platform implementation, upgrades, and continuous improvements.Ensure scalability, resilience, and 24/7 uptime for all customer-facing channels.Collaborate with IT, Operations, and CX teams to ensure smooth integration with CRM, WFM, and analytics tools.Define and manage vendor relationships, SLAs, and platform licensing.Customer Experience & ComplianceBuild advanced features such as speech analytics, IVR self-service, chatbot integration, and predictive routing.Ensure platform compliance with PCI-DSS, ISO, GDPR, and local regulatory standards.Enable proactive monitoring of service performance and customer journey analytics.Leadership & Stakeholder ManagementWork with executive leadership to prioritize initiatives that improve customer experience.Partner with Workforce Management, Quality, and Process Excellence teams to embed CCaaS as the backbone of CX.Lead training, adoption, and change management for CCaaS capabilities.Job Requirements: 8–12 years of experience in product management, customer experience technology, or contact center leadership.Hands-on expertise with CCaaS platforms (Genesys, NICE CXone, Five9, Avaya, Amazon Connect, etc.).Strong knowledge of WFM, IVR design, speech/text analytics, and omnichannel routing.Proven track record in product strategy, vendor management, and delivering large-scale CX tech initiatives.Familiarity with compliance and security frameworks (PCI-DSS, ISO 27001, GDPR).Strong business acumen with ability to translate CX outcomes into measurable ROI.Exceptional communication, stakeholder management, and executive presentation skills.