Product Adoption Expert - Contact Center

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Adoption Expert - Contact Center based in United States.

This specialist role focuses on driving deep adoption and measurable business value across contact center customers. You will bring hands-on expertise in CCaaS platforms and translate complex contact center workflows into practical customer solutions. The role combines customer-facing consulting with scalable enablement, partnering closely with Customer Success, Product, Marketing, and Onboarding teams. You will support high-impact engagements involving migrations, launches, workflow design, and change management while helping customers maximize their technology investments. Beyond individual engagements, you will create reusable playbooks, educational content, webinars, and enablement programs that expand adoption at scale. Success will be measured through product usage, faster time-to-adoption, customer engagement, internal enablement, and contributions to renewals and expansion. This is a fully remote opportunity for a contact center specialist who can comfortably engage both technical and operational stakeholders.

Accountabilities: Serve as a subject matter expert for contact center adoption, advising customers on routing and IVR design, omnichannel workflows across voice, chat, and SMS, agent and supervisor experiences, workforce management, quality management, and AI-assisted capabilities.

Join customer calls, workshops, and strategic engagements to understand contact center use cases and accelerate adoption of priority workflows and capabilities.

Support customers migrating from or operating alongside competing contact center platforms, anticipating feature gaps, workflow translation requirements, implementation challenges, and change-management needs.

Partner closely with Customer Success Managers and Onboarding Managers during critical customer lifecycle stages, including implementation, launch, workflow integration, adoption, and renewal.

Deliver customer-facing education through office hours, deep-dive sessions, workflow clinics, and other enablement formats focused on configuration, routing logic, and agent readiness.

Develop scalable adoption resources with Product, Product Marketing, General Management, and Enablement teams, including micro-learning content, configuration guides, playbooks, success plans, webinars, migration materials, and vertical-specific workflow catalogs.

Execute one-to-many adoption programs such as community forums, recurring office hours, educational campaigns, and customer champion initiatives.

Partner with Product and cross-functional teams to ensure new contact center feature launches are supported by clear, adoption-ready materials for customers and internal teams.

Provide strategic product feedback based on customer use cases, adoption patterns, implementation blockers, competitive gaps, and recurring workflow challenges.

Track and improve adoption metrics, including usage of key contact center features, time-to-adoption, engagement with enablement resources, and the effectiveness of internal customer-success assets.

Help reduce repetitive support needs by enabling customer-facing teams with reusable resources, guidance, and best practices.

Contribute to customer retention, renewals, and expansion opportunities by helping customers realize greater value from contact center capabilities.

Support related products and technologies, including contact center, unified communications, AI-assisted contact center use cases, APIs, real-time messaging, webhooks, and integrations.

Requirements

Hands-on experience with contact center or unified communications platforms, with practical knowledge of how contact center environments are configured, administered, implemented, or adopted.

Experience working with platforms such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, Talkdesk, or comparable CCaaS solutions.

Demonstrated understanding of contact center administration, implementation, adoption, or customer success, including routing design, IVR, omnichannel queues, workforce management, quality management, and agent/supervisor workflows.

Experience supporting migrations between contact center platforms and understanding the operational and change-management challenges faced by frontline agent teams.

Ability to translate complex technical functionality into clear, practical guidance for customers and internal stakeholders.

Comfortable engaging with both technical and operational audiences, including customer leaders, administrators, agents, supervisors, and cross-functional business teams.

Strong customer-facing communication and presentation skills, with the ability to lead workshops, training sessions, deep dives, and educational programs.

Ability to collaborate effectively with Product, Marketing, Customer Success, Onboarding, Enablement, and other cross-functional teams.

Strong understanding of customer adoption principles and the ability to identify barriers, prioritize use cases, and develop strategies that accelerate product value.

Analytical and outcome-oriented mindset, with the ability to use adoption data and customer feedback to identify opportunities and measure impact.

Ability to create clear, scalable enablement materials, playbooks, educational resources, and workflow documentation.

Comfortable operating in a fast-paced technology environment and managing both high-touch customer engagements and broader programmatic initiatives.

Strong problem-solving, project management, and organizational skills, with the ability to manage multiple priorities independently.

Benefits

Competitive compensation: Base salary range of $76,800–$186,200 , depending on location, qualifications, and experience.

Total direct compensation: Compensation may include base salary, bonus, and equity value.

Remote work: Remote position based in the United States.

Comprehensive benefits: A broad benefits program designed to support physical, mental, emotional, and financial well-being.

Work-life balance: Benefits and options designed to support flexibility and personal well-being.

Professional growth: Opportunities to expand expertise, stretch skills, and advance within a collaborative, growth-focused technology environment.

Customer impact: Opportunity to directly influence product adoption, customer outcomes, retention, and expansion across contact center environments.

Cross-functional exposure: Work closely with Product, Marketing, Customer Success, Onboarding, and Enablement teams.

Innovation-focused environment: Exposure to contact center technology, AI-assisted capabilities, integrations, and evolving customer experience solutions.

Inclusive workplace: Commitment to fair hiring practices and a supportive environment where employees are empowered to do meaningful work.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1