Product Owner - Contact Centre Platform

Role overview

We are looking for a hands-on Product Manager to own the product direction for our contact centre platforms. This role sits at the intersection of operations, technology, and customer experience, with a clear mandate to bring structure, clarity, and momentum to a complex operational environment.

You will establish a clear product backlog, define priorities, and create a roadmap that links agent experience, customer outcomes, and platform investment. This is a highly practical role: you will spend time understanding how agents actually work, how calls and cases flow across systems, where automation succeeds or fails, and where friction exists for both customers and staff.

Your success will be measured by your ability to turn that understanding into clear product decisions and executable plans that teams can confidently deliver.

This is an initial 6 month contract (outside IR35) and requires you on site at London Paddington, or in the client's Manchester office 3 days a week.

What you will do

• Own and prioritise the contact centre product backlog, creating clarity and focus in a complex, fast-moving environment.
• Define and communicate a product roadmap that connects operational problems to technical initiatives and measurable outcomes.
• Work closely with engineering teams to shape well-defined requirements that are realistic, actionable, and deliverable.
• Partner with contact centre operations to deeply understand agent workflows, pain points, and productivity blockers.
• Identify opportunities for automation and self-service using conversational AI and voice technologies, while designing for failure states and effective human handoff.
• Improve integration and handoff between Zendesk, telephony, and automation platforms to reduce friction and manual effort.
• Act as the primary product voice for the contact centre domain with senior stakeholders, clearly articulating trade-offs, risks, and recommendations.

Requirements

What we are looking for

• Proven experience owning product in a large-scale operational or service-driven environment.
• Experience working with contact centre platforms, customer service tooling, or adjacent service technologies (even if your previous title was not explicitly contact centre–focused).
• Comfort working with tools such as Zendesk, Twilio, CCaaS platforms, conversational AI, or similar systems.
• Strong backlog discipline, prioritisation skills, and roadmap ownership in messy, high-pressure environments.
• A pragmatic mindset, able to balance day-to-day operational realities with longer-term platform and capability improvement.
• Confidence engaging senior stakeholders and imposing structure and clarity without relying on heavy process.

Benefits

We offer

• Competitive Rates
• Flexible working arrangements
• Opportunities for professional development and career advancement within a global company
• A dynamic, innovative, and supportive work environment, where your ideas and contributions are valued
• The chance to work on cutting-edge projects that are transforming the industry
• Most of all you get to work with a bunch of great people, where the whole team owns the project together in a politics-free environment. Our culture reflects our lean and self-organisation attitude. We encourage our colleagues to take risks, make decisions, work in a collaborative way and talk to everyone to enhance communication. Freedom and Responsibility go hand in hand, and we value commitment, feedback, and empathy.