ETS Service Owner, Customer Service Applications
Core
Primary IT partner and global product owner for NICE CXone and Omilia platforms supporting Customer Service operations across the Americas.
Role type
Senior IC Product Owner / Service Delivery Leader
Builds
Global contact center technology platforms (NICE CXone, Omilia) and automation capabilities
Domain
Customer Service / Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Product ownership, Service delivery management, Agile delivery (SAFe/PI Planning), Vendor governance, Incident leadership, Strategic roadmap execution, Cross-functional team leadership
Preferred skills
Contact center domain expertise, Telephony solutions knowledge, AI-powered customer service platforms, Global follow-the-sun support model experience, Executive stakeholder communication
Technologies
NICE CXone, Omilia, Portalink
Responsibilities
Own technology strategy and product roadmap for global contact center platforms; Lead and develop two Product Owners; Manage strategic vendor relationships and SLA compliance; Lead incident response and root cause analysis for critical platform issues; Drive continuous service improvement and automation initiatives; Coordinate global delivery across business, IT, and support teams.
Seniority
Senior, hands-on IC with leadership responsibilities