Overview
Skills
Job Details
Contract to Hire position
Must reside in the State of Ohio
Summary:
Lead product strategy and execution for enterprise collaboration, communication, and endpoint solutions. Ensure seamless integration and optimal user experience across Microsoft 365, Unified Communications platforms, NICE Contact Center, and end-user devices (laptops, desktops, mobile).
Client is moving off of Cisco PCCE platform to NICE in February for their contact centers. Microsoft Teams is their current communication and collaboration platform.
Client needs a product owner who has some understanding of the technology (below) they support. They must be able to meet with customers (employees) to be able to translate to IT teams and really support the role of being a liaison between technology and customers.
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Key Responsibilities:
Microsoft 365: Define and prioritize backlog for Teams, SharePoint, Exchange, and related services.
Unified Communications: Oversee VOIP, Cisco phone systems, and conferencing capabilities.
NICE Contact Center: Drive enhancements for customer experience and operational efficiency.
End User Devices:
o Manage lifecycle of laptops, desktops, and mobile devices.
o Ensure compliance with security standards and organization policies.
o Partner with support teams to improve device performance and user satisfaction.
Translate business needs into actionable user stories and acceptance criteria.
Monitor KPIs (uptime, adoption, call quality, device health) and drive continuous improvement.
Act as liaison between stakeholders, vendors, and technical teams.
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Required Skills:
Deep knowledge of Microsoft 365 ecosystem and UC technologies (VOIP, Cisco).
Familiarity with NICE Contact Center architecture and workflows.
Expertise in end-user device management (Windows, iOS, Android).
Strong Agile product management experience.
Excellent communication and stakeholder management skills.