Kablio AI
AI Turbo Recruiter
Want to hear how I work? Hit play.Find roles with Kablio AI to help build and power the world.Kablio AI helps you secure roles in construction, clean energy, facilities management, engineering, architecture, sustainability, environment and other physical world sectors.
Get hired, get rewarded!
Land a job through Kablio and earn a 5% salary bonus.
Exclusive benefits
5%Bonus
Senior Product Manager
Equinix
Own & prioritize support/call center backlog, optimizing Salesforce Service Cloud and telephony.
8d ago
C$136,000 - C$204,000
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Toronto, Ontario, Canada
Office Full-Time
Company Size
10,000 Employees
Service Specialisms
Data center colocation
Interconnection services
Smart Hands / remote support
Software-defined interconnection
Network Edge services
Equinix Metal (bare metal)
Equinix Fabric (cloud routing)
Managed services (integration & advisory)
Sector Specialisms
No specialisms available
Role
What you would be doing
omnichannel routing
ivr systems
cti integration
workforce management
service cloud
dashboards
- Collaborate with engineering teams to define technical requirements for omnichannel routing, IVR systems, CTI integrations, workforce management, and automated case deflection workflows
- Define and track key performance indicators (KPIs) such as average handle time, first call resolution, CSAT scores, service level agreements, and platform adoption metrics
- Design and implement support metrics and dashboards that provide actionable insights into call volume trends, agent performance, customer satisfaction, and operational efficiency
- Support change management initiatives to drive adoption of new support processes and tools across the organization
- Own and manage the support and call center platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with support objectives and business goals
- Work cross-functionally with Customer Success, Sales, and Product teams to ensure seamless customer data flow and consistent support experience across all touchpoints
- Partner closely with Support Managers, Call Center Operations, Quality Assurance, and leadership to understand support workflow challenges and translate them into product solutions
- Conduct user research and gather feedback from support agents and supervisors to continuously improve platform usability and effectiveness
- Drive the implementation and optimization of support tools, particularly Salesforce Service Cloud and call center telephony systems, ensuring maximum adoption and value realization across the organization
- Stay current with contact center best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement
What you bring
salesforce
telephony
agile
tableau
bachelor’s
product management
- Deep understanding of call center telephony systems, including IVR, ACD, CTI, and workforce management platforms
- Strong knowledge of contact center operations, including call routing strategies, queue management, and agent productivity optimization
- Experience with workforce management (WFM) and quality management (QM) systems
- Demonstrated ability to understand technical integration requirements between telephony and CRM systems
- Salesforce Service Cloud certification (Administrator or Consultant)
- Strong stakeholder management skills with ability to influence and align cross-functional teams
- Experience in high-volume B2B or enterprise support environments
- Knowledge of compliance requirements for call recording and data privacy (PCI-DSS, GDPR, etc.)
- Experience with self-service portal design and knowledge base management
- Experience with omnichannel support strategies including voice, chat, email, and self-service
- 3-5 years of product management or product owner experience, preferably in contact center or customer service environments
- Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies
- Familiarity with AI-powered features such as chatbots, intelligent routing, and speech analytics
- Data analysis skills with experience in creating dashboards and reports using Salesforce reporting, Tableau, or similar platforms
- Previous experience in a Contact Center Manager, Support Operations, or Quality Assurance role
- Hands-on experience with Salesforce Service Cloud, including configuration, administration, and optimization of case management and omnichannel workflows
- Bachelor's degree in Business, Computer Science, Engineering, or related field
- Experience with leading telephony platforms (Five9, Genesys, NICE inContact, Amazon Connect, Talkdesk, etc.)
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1998
Year Established
The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.
25+ Countries
Global Presence
Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.
200+ Data Centers
Global Infrastructure
Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.
- World’s largest provider of data center and interconnection services.
- Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
- Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
- Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
- At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
- Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.
- Thriving workplace where every colleague is valued and respected for who they are and what they contribute
- Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
- Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
- Programs to enhance workplace experience and attract high‑performing talent
Net-zero by 2040
Greenhouse Gas Emissions Target
Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.
50% reduction by 2030
Emission Reduction Target
Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.
100% Renewable Energy
Global Portfolio Goal
Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.
A-List Recognition
CDP Climate Change
Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.
- Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
- Installed 72 MW fuel cells (capable of H₂ blends), avoiding 285,000 MTCO₂e and 382 billion gallons of embedded water use
- Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
- Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCO₂e
- Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects
17% increase
Women Employees Increase
Represents a significant global growth in the number of women employees over the past year.
14% increase
Black/African-American Employees
Signifies a notable rise in the number of U.S.-based Black/African-American employees.
47 organizations
Digital Inclusion Funding
Reflects the number of organizations supported by the foundation to enhance digital access and skills development.
11–37% increase
Employee Volunteer Hours
Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.
Kablio AIIf you're someone who helps build and power the world (or dreams to), Kablio AI is your pocket-sized recruiter that gets you hired.
Copyright © 2025 Kablio