Product Owner – Contact Center Technology
BETSOL
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $115,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 3+ years of managing contact center technology deployments
- 3+ years of demonstrated experience managing best practices for all aspects of Contact Center (Five9, WFM, QM, Reporting, Routing) for chat, voice, and other channels.
- 2+ years of Product Owner-type roles which involve governance, management, and driving alignment on CCaaS initiatives.
- 2+ years of experience working in an Agile team.
- 2+ years of experience in modern software development environments.
- 2+ years of experience enhancing the user experience for contact center agents.
- Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple projects, shifting priorities, and urgent issues with minimal oversight.
- Proven confidence in independently resolving complex customer or internal challenges, with sound judgment in escalating risks and proactively informing relevant stakeholders.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
contact center technologyroutingworkforce managementquality managementreportingCCaaSAgile methodologysoftware developmentuser experience enhancementtechnical governance
Soft skills
stakeholder managementcommunicationproblem-solvingproject managementdecision-makingcollaborationadaptabilityjudgmentproactive managementleadership