Product Owner im Customer Service Front Office
Core
Define product vision and roadmap for cross-channel routing in a Contact Center platform to efficiently direct customer inquiries to the right service units.
Role type
Product Owner (Contact Center Routing)
Builds
Scalable routing concepts and Contact Center platform features for Voice, Email, and Answer Assistants.
Domain
Banking / Customer Service Technology
Deliverable
product features
Required skills
Product vision definition, Product roadmap planning, Cross-channel routing strategy, Backlog management, Value-based prioritization, Agile product development, Technical architecture understanding, Stakeholder coordination, Data-driven decision making, Contact Center technology knowledge
Preferred skills
Experience in regulated environments (Banking), Jira, Confluence
Technologies
Jira, Confluence, Contact Center Platforms
Responsibilities
Define product vision and roadmap for cross-channel routing, Develop scalable routing concepts for Voice, Email, and Answer Assistants, Drive migration of existing Contact Center functionalities to the new platform, Manage product backlog and prioritize features, Lead the product team and facilitate decision-making processes, Collaborate with Business and Tech teams to ensure product stability and scalability
Seniority
Mid-Senior, hands-on IC