Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Product

Manager, Contact Center Platforms is accountable for transforming Ingram Micro’s global contact center ecosystem into a high-performing, standardized, and AI-enabled customer engagement platform, with primary ownership of NICE CXone. This role drives measurable improvements in customer experience, operational efficiency, and platform performance by stabilizing fragmented environments, implementing intelligent automation, and establishing a data-driven operating model. The position plays a critical role in building an AI-powered customer experience, enabling faster resolution, reduced customer effort, and scalable global support.

Own NICE CXone globally, including strategy, configuration, performance, and roadmap execution Standardize IVR flows, routing logic, and queue configurations across regions to ensure consistency Manage vendor relationships and drive accountability for performance, delivery,



and outcomes Platform Stabilization & Operational Performance Lead initiatives to stabilize platform performance across all regions Establish operational governance and performance routines with clear accountability Implement measurement frameworks to enable visibility into queue and platform performance Customer Experience, AI & Automation Own the end-to-end customer interaction journey across voice and digital channels Design intelligent routing based on customer attributes, intent, and priority Performance Management & Business Impact Establish a KPI framework tied to key business and customer outcomes, including: Deliver real-time performance visibility for leadership Use data insights to drive continuous improvement in CX and operational performance Ensure all initiatives produce measurable improvements in performance or experience Drive accountability across country operations for performance outcomes Communicate progress, risks, and outcomes clearly to executive leadership Bachelor’s Degree in Business, Technology or Engineering or equivalent. ~8+ years of experience in Product Management, Customer Experience platforms, or contact center technologies. ~ Proven track record of delivering measurable improvements through platform stabilization or transformation initiatives. ~ Experience delivering AI-enabled customer experience solutions (automation, routing, agent assist).



~ Strong understanding of contact center KPIs and performance drivers. ~ Knowledge of AI and automation in customer experience environments. ~ It’s a representation of the things you will be doing, and you may not perform all of these duties. The typical base pay range for this role across Canada is $150,000 - $170,000 CAD per year.

At Ingram

Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being perks and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. This email box is designed to assist with accommodations through the hiring process.

Ingram

Micro’s Commitment to ESG (Environment, Social & Governance) Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders.

📌 Sr Principal Product Manager, Contact Center Platforms (Mississauga)
🏢 Ingram Micro
📍 Mississauga