GCC ServiceNow Product Manager

Reference Code 3236

Country:

US Locations: USA - Hermitage; USA - Nashville; USA - Tampa

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

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.

The team

Qualifications

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.

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

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.

Recruiting for this role ends on 03/15/2026.