"Alerted.org

Position Summary...

We are seeking an experienced Principal Product Manager to lead the strategy and evolution of our Contact Center as a Service (CCaaS) platform. This leader will drive the roadmap for next-generation customer and associate experiences across all engagement channels, including voice, chat, messaging, and emerging digital platforms.

In this role, you will define and execute the long-term vision for our enterprise contact center ecosystem, leveraging cloud-based contact center technologies, AI-driven automation, and omnichannel orchestration. You’ll collaborate with engineering, operations, UX, and business partners to ensure our CCaaS platform delivers measurable impact on efficiency, scalability, and customer satisfaction

What you'll do...

**Key Responsibilities** Product Vision & Strategy

+ Develop and own the **enterprise CCaaS product strategy** and roadmap, aligned to the company’s digital transformation and customer experience goals.

+ Drive modernization of legacy contact center environments into **cloud-native, scalable, and intelligent contact center solutions** .

+ Define north star metrics and long-term success measures for platform performance, agent productivity, and customer experience.

Platform Leadership

+ Lead product direction for **core CCaaS capabilities** including IVR, call routing, workforce engagement management, analytics, quality monitoring, and omnichannel enablement.

+ Ensure seamless integration of the contact center platform with enterprise systems such as **CRM, ticketing, and AI/ML services** .

+ Partner with Infrastructure, Security, and Compliance teams to deliver a **secure, resilient, and compliant** platform for high-volume operations.

Execution & Delivery

+ Translate strategic objectives into actionable product requirements and features for engineering teams.

+ Prioritize initiatives based on customer impact, business value, and operational efficiency.

+ Lead agile ceremonies and manage the full product lifecycle—from discovery through rollout, adoption, and continuous improvement.

+ Establish KPIs to track adoption, performance, and ROI.

Stakeholder Management

+ Partner with business units, operations teams, and technology stakeholders to align product strategy with organizational goals.

+ Serve as a trusted advisor to senior leadership, effectively communicating platform vision, progress, and business outcomes.

+ Collaborate with external vendors and internal architecture teams to evaluate and adopt emerging CCaaS capabilities.

Innovation & Continuous Improvement

+ Identify and deliver opportunities for automation, self-service, and AI-assisted engagement.

+ Stay ahead of trends in **cloud contact center, speech analytics, workforce optimization, and generative AI** to guide future innovation.

+ Champion a culture of data-driven experimentation and customer-first thinking.

Qualifications

+ 10+ years of experience in **product management** , including at least 5 years focused on **contact center or CX platform technologies** .

+ Deep understanding of **CCaaS architecture** , **cloud telephony** , **omnichannel routing** , and **workforce optimization** .

+ Experience leading large-scale enterprise implementations and integrations across business units.

+ Proven ability to translate business needs into scalable technical solutions.

+ Excellent stakeholder management and executive communication skills.

Preferred:

+ Experience with **leading CCaaS platforms** (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, or equivalent).

+ Exposure to **AI-driven customer engagement technologies** , such as conversational bots, predictive analytics, and real-time agent assistance.

+ Background in **retail, e-commerce, or high-volume customer service operations** .

+ MBA or advanced degree in a technical or business discipline.

Leadership Attributes

+ Strategic, systems-level thinker who connects technology capabilities to customer and business outcomes.

+ Empathetic leader skilled at aligning diverse stakeholders and driving cross-functional consensus.

+ Data-driven decision maker with strong bias for action and continuous improvement.

+ Passionate about creating world-class, human-centered customer experiences at scale.

_The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process._ At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices . Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

For information about benefits and eligibility, see One.Walmart (https://one.walmart.com/) .

The annual salary range for this position is $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

- Stock

ㅤ

ㅤ

ㅤ

ㅤ

‎

Minimum Qualifications...

_Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications._

Option 1: Bachelor’s degree in computer science, engineering, or related area and 9 years’ experience in product management. Option 2: 11 years’ experience in product management or related area.

Preferred Qualifications...

_Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications._

Master’s degree in Computer Science, Engineering, Business Administration, or related area and 8 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, Supervisory experience, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Masters: Business Administration, Masters: Computer Engineering, Masters: Computer Science

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.