Product Owner, Contact Center Pod
Core
Define, prioritize, and deliver capabilities to enhance customer and advisor experiences across the contact center ecosystem, translating requirements into a prioritized backlog.
Role type
Senior Product Owner (Contact Center)
Builds
Contact center capabilities, omnichannel servicing, AI-enabled workflows, and CRM integrations
Domain
Financial Services / Contact Center Operations
Deliverable
product features
Required skills
Product ownership, backlog management, Agile delivery, stakeholder engagement, contact center operations, CCaaS platforms, CRM integrations, AI-enabled servicing, journey-based operating models
Preferred skills
Banking/insurance/wealth management experience, cloud-native contact center architectures, AWS services
Technologies
CCaaS, CRM, AWS
Responsibilities
Own and communicate the Contact Center Pod vision and roadmap; Create and prioritize the product backlog based on customer value and business impact; Participate in sprint planning, backlog refinement, reviews, and retrospectives; Collaborate with Operations, Technology, Compliance, and Risk stakeholders; Drive evolution of omnichannel servicing and automation capabilities
Seniority
Senior, hands-on IC
