Product Owner - Contact Center Technology
4 days ago
Description
• This position is a contributing role in the application management of our Contact Center initiatives. • The individual in this role will contribute to the governance, communication, design, build and maintenance of our Contact Center as a Service (CCaaS) initiatives. • Liaising with IT and Business counterparts to inform and partner on our enterprise strategy. • Reporting to the Lead IT Director, Contact Center Technology. • Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products. • Develop, implement, and maintain a governance strategy for decision-making, escalation, and issue management. • Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture. • Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.
Requirements
• 2+ years of experience as a Product Owner working in an Agile team • 2+ years of experience in Contact Center technology deployments • 2+ years of experience in modern Software Development and Architecture • 2+ years of experience enhancing the user experience for contact center agents • Preferred Qualifications: • 2+ years of product owner-type roles that involve governance, management, and driving alignment on CCaaS initiatives • 2+ years of experience managing best practices for multiple aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels • Program/Project Management or Scrum Master experience with strong skillset in communications, tracking, reporting, risk management, and negotiation skills • UX experience • Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM) • Knowledge of Quality Management Solutions • Knowledge of CCaaS solutions • Contact Center operations experience • Salesforce CRM experience • Prior hands-on software development experience in modern technologies • Proven ability to work in a fast-paced and dynamic delivery environment
Benefits
• Comprehensive health insurance • Competitive salaries • 401K • Volunteer programs • Scholarship opportunities • Office amenities include a fitness center, cafe, and recreational facilities
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