Conduent
• Job Description • Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products. • Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements. • Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met. • Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning. • Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics. • Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency. • Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership. • Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability. • Tracks and reports value realization metrics (ROI, cost savings, productivity, CX outcomes) for assigned products. • Required Qualifications: • 5+ years of combined experience across product management, vendor management, CX technology, or contact center operations. • Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement. • Experience managing third-party vendors and cross-functional stakeholders. • Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments. • Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics). • Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis. • Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences. • Demonstrated ability to build enablement content, training materials, and structured documentation. • Preferred Qualifications • Experience with Genesys (Conduent's preferred CCaaS platform). • Experience with AI-enabled CX capabilities such as automated quality management, agent assist, real-time translation, training simulation, or conversational AI. • Prior experience in a BPO, CX outsourcing, or multi-client delivery environment. • Experience with sales enablement, product marketing, or pre-sales solutioning. • Familiarity with COPC, Six Sigma, or other CX operational standards and methodologies.
Conduent
