Technical Product Owner- Contact Center

Technical Product Owner manages Scrum andor Kanban teams supporting Contact Center Technology platforms including AI Chat IVR Routing and CTI The Technical Product Owner will lead the development and execution of complex business plans and initiatives that have a broad impact across the enterprise

Responsibilities

• Lead the development and execution of delivery contact center projects and initiatives
• Indirectly lead technology teams of professionals to meet deliverables and drive new initiatives
• Strategically collaborate and consult with peers and midlevel to senior managers to resolve issues and achieve goals
• Potentially lead projects teams or serve as a peer mentor
• Create and manage a roadmap to achieve business and product team objectives including operational efficiencies and customer experience improvements

Requirements

• 5 years of digital product management experience or equivalent demonstrated through work experience training military experience or education
• 5 years of Contact Center Digital Voice product management experience
• Technical Product Owner certified SAFe or other
• Experience leading product teams in an Agile environment using both Scrum and Kanban methodologies
• Strong history of creating Voice and or Digital customer experiences involving self-service predictive proactive support and data driven prompting and product performance analysis understanding of the Contact Center support model front and backoffice operations and Enterprise level strategy
• Knowledge and understanding of product management in the financial services industry
• Experience developing and executing strategic roadmaps for largescale business units
• Familiarity with the development of intelligent virtual agent chatbot solutions leveraging Natural Language Understanding NLU concepts
• Familiarity with features of Voice Chat and Conversational AI platforms like ASAPP KoreAI Nice CxOne Cisco ECE onprem and cloud

Other Skills

• Experience with Agile development
• Ability to analyze complex business problems propose effective solutions and understand and apply business vision and direction
• Ability to communicate effectively both orally and in writing to management team members business and technology professionals
• Ability to work independently and collaboratively in a fastpaced environment
• Excellent communication with all levels within the organization
• Ability to prioritize and realign team priorities consistently and to meet business need