Product Owner - Contact Center Workforce Management Tools
Core
Bridge between product strategy and execution for Workforce Optimization solutions, translating business requirements into actionable product capabilities for contact center technology.
Role type
Senior Product Owner (Business Execution)
Builds
Workforce management and contact center technology solutions
Domain
Financial Services / Contact Center Operations / Workforce Management
Deliverable
product features
Required skills
Workforce management, backlog management, user story definition, Agile delivery, contact center operations, stakeholder management, release planning, dependency management, cross-functional coordination, operational improvement, data-driven decision making
Preferred skills
CCaaS platforms, Workforce Engagement platforms (Verint, NICE, Genesys, Alvaria/Aspect, Intradiem, Five9), Workforce Management modernization, contact center transformation, CCaaS migrations
Technologies
Jira, Confluence, Scrum, Kanban
Responsibilities
Own and manage product backlog, translate roadmap initiatives into user stories, lead backlog refinement, serve as liaison between business and technology, collaborate with engineering teams, define business rules and acceptance criteria, participate in Agile ceremonies, drive prioritization decisions, ensure compliance with governance and security requirements, evaluate strategic initiatives, identify efficiency opportunities, develop cross-functional partnerships, provide thought leadership
Seniority
Senior, hands-on IC
