Product Owner - Contact Center Technology

We are seeking a dynamic and detail-oriented professional to join our team in support of our Contact Center as a Service (CCaaS) initiatives. This role will contribute to the governance, communication, design, build, and ongoing maintenance of our contact center applications, ensuring optimal value delivery across the business. The successful candidate will collaborate closely with IT and business stakeholders to align with enterprise strategy and oversee application sustainment, enhancements, and new development efforts.

Reporting to the Lead Director, Contact Center Technology, this position plays a critical role in executing the overall contact center strategy while supporting strategic business initiatives. The individual will serve as a key liaison between business unit SMEs and technical teams, managing priorities, resolving escalations, and overseeing backlog grooming to ensure timely and effective delivery. Strong communication and organizational skills are essential to navigate cross-functional environments and drive alignment across teams.

The ideal candidate is a self-starter who thrives in a fast-paced setting and can manage multiple priorities with minimal supervision. A commitment to detail and structured execution is vital, along with the ability to develop a deep understanding of existing contact center business models and processes. This role requires creativity and efficiency in implementing change events to ensure successful user adoption and long-term success of our contact center solutions.

Core duties:

• Lead technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
• Achieve technical alignment for product features and enhancements.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects.
• Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing Agile methodologies.
• Liaise with the contact center engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
• Manage the communication of the priorities to stakeholders in a proactive manner.
• Stay up to date on emerging contact center technology.

Required Qualifications

• 3+ years of managing contact center technology deployments.
• 3+ years of demonstrated experience managing best practices for all aspects of Contact Center (Five9, WFM, QM, Reporting, Routing) for chat, voice, and other channels.
• 2+ years of Product Owner-type roles which involve governance, management, and driving alignment on CCaaS initiatives.
• 2+ years of experience working in an Agile team.
• 2+ years of experience in modern software development environments. 
• 2+ years of experience enhancing the user experience for contact center agents.
• Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple projects, shifting priorities, and urgent issues with minimal oversight.
• Proven confidence in independently resolving complex customer or internal challenges, with sound judgment in escalating risks and proactively informing relevant stakeholders.

Preferred Qualifications

• Experience working in healthcare, ideally large organizations.
• Program/Project Management or Scrum Master experience with a strong skillset in communications, tracking, reporting, risk management, and negotiation skills
• Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM)
• Knowledge of Quality Management solutions
• Salesforce CRM experience
• Prior hands-on software development experience in modern technologies
• Customer obsessed. Experience influencing and consulting while solving business processes and/or technical problems to meet our business where they are.

Education

• A bachelor's degree in computer science, Information Systems, related field, or equivalent experience.

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