BETSOL

Product Manager

• Lead technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
• Achieve technical alignment for product features and enhancements.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects.
• Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
• Liaise with the contact center engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
• Manage the communication of the priorities to stakeholders in a proactive manner.
• Stay up to date on emerging contact center technology.

Product Owner – Contact Center Technology

Technical Product Manager

• The Technical Product Owner (TPO) integrates product ownership with technical project management to oversee large-scale infrastructure and automation initiatives following Agile methodology.
• The TPO manages complex projects within an enterprise environment, ensuring successful delivery through thorough planning, execution, and stakeholder management.
• The TPO ensures the backlog is groomed and aligned with stakeholder and customer needs, utilizing rigorous methods to balance evolving, competing needs with limited resources.
• The TPO will work closely with a team consisting of Product Managers, Software Engineers, and Test Engineers.
• The TPO must be able to analyze, compose, and communicate effective User Stories and Acceptance Criteria.
• This is a key role within the Product Management team, working with multiple internal and external stakeholders to connect and create complete solutions.
• Lead and execute Agile ceremonies for complex technical projects across multiple teams, ensuring alignment with organizational objectives and successful delivery within scope, budget, and timeline constraints.
• Conduct monthly PI planning with key stakeholders and leadership.
• Manage feature intake, backlog, and sprint dependencies using Agile methodologies.
• Review and approve organizational deliveries via acceptance criteria, demos, and UAT.
• Create and distribute clear project documentation including status reports, and executive summaries for executive leadership review.
• Drive cross-functional collaboration between technical teams, business units, and external vendors while removing obstacles to project success.
• Lead and collaborate on refining technical direction.
• Establish project metrics, tracking systems, and reporting mechanisms.
• Handle cross-team dependencies and stakeholder relationships.
• Oversee technical documentation and acceptance criteria.
• Promote Agile adoption within the organization.
• Serve as a voice of customers on new or already existing products.
• Highlight product features in a manner understandable to development teams.

Product Owner – Contact Center Technology

Technical Product Owner - Agile