Product Owner- Customer Technology

Role Purpose The Product Owner – Customer Technology is responsible for defining, implementing, and continuously optimizing the contact center technology ecosystem to deliver exceptional customer and agent experiences. The role acts as the bridge between Customer Excellence, Technology, Product, and Operations, ensuring that customer platforms, digital channels, and automation capabilities support business objectives while enabling operational excellence. This role combines strong product ownership, customer operations expertise, and technology implementation capabilities to deliver scalable, customer-centric solutions. Key Responsibilities Product Ownership • Own the Contact Center technology roadmap aligned with the Customer Excellence strategy. • Define product vision, priorities, and business requirements for customer service technologies. • Maintain and prioritize the product backlog based on business value and customer impact. • Evaluate emerging technologies to continuously enhance customer and agent experiences. • Ensure solutions are scalable, secure, and aligned with future business growth. Technology Implementation • Lead the implementation and enhancement of Contact Center platforms (Genesys, Zendesk, hubspot, whatsapp, infobip, etc.). • Manage end-to-end delivery of technology initiatives from business case through deployment. • Translate operational requirements into functional and technical specifications. • Coordinate User Acceptance Testing (UAT), pilot launches, and production releases. • Manage vendor relationships and implementation partners. • Support system integrations across CRM, Telephony, Knowledge Base, Workforce Management, QA, AI, and Digital Channels. Contact Center Operations • Understand operational processes and identify opportunities to improve customer journeys. • Design technology solutions that improve productivity, quality, and customer experience. • Optimize routing strategies, IVRs, skills-based routing, queues, and automation. • Improve First Contact Resolution, Average Handling Time, Service Levels, and Customer Satisfaction. • Ensure operational readiness for all new technology deployments. AI & Automation • Identify opportunities to automate customer interactions. • Implement chatbots, virtual assistants, workflow automation, and AI-powered agent assistance. • Improve self-service capabilities while maintaining a seamless customer experience. Analytics & Performance • Monitor platform adoption and operational performance. • Develop dashboards and executive reporting. • Drive data-driven decision making. Stakeholder Management • Act as the primary business owner for Contact Center technology. • Collaborate with Engineering, Product, IT Infrastructure, Security, Compliance, and Customer Operations. • Drive alignment across multiple business functions. Key Deliverables • Contact Center Technology Roadmap • Business Cases & Investment Proposals • Customer Product Backlog & Release Plans • Customer Journey Improvements • Omnichannel Experience • AI & Automation Initiatives • Contact Center Reporting & Analytics • Technology Governance • Vendor Management • Operational Readiness Plans Required Experience • 7–10+ years in Contact Center Technology, Customer Experience, or Product Management. • Proven experience implementing Contact Center platforms. • Strong understanding of customer service operations. • Experience leading technology transformation projects. • Experience working in Agile environments. • Experience with digital channels including Voice, Chat, Email, WhatsApp, Social Media, and Messaging. Technical Knowledge Experience with one or more of the following: • Genesys Cloud • Zendesk • HubSpot CRM • Workforce Management solutions • Quality Management platforms • Conversational AI solutions • API integrations • CRM integrations • Contact Center Analytics Show more Show less

7–10+ years in Contact Center Technology, Customer Experience, or Product Management. Proven experience implementing Contact Center platforms. Strong understanding of customer service operations. Experience leading technology transformation projects. Experience working in Agile environments. Experience with digital channels including Voice, Chat, Email, WhatsApp, Social Media, and Messaging.

Own the Contact Center technology roadmap aligned with the Customer Excellence strategy. Define product vision, priorities, and business requirements for customer service technologies. Maintain and prioritize the product backlog based on business value and customer impact. Evaluate emerging technologies to continuously enhance customer and agent experiences. Ensure solutions are scalable, secure, and aligned with future business growth. Lead the implementation and enhancement of Contact Center platforms (Genesys, Zendesk, hubspot, whatsapp, infobip, etc.). Manage end-to-end delivery of technology initiatives from business case through deployment. Translate operational requirements into functional and technical specifications. Coordinate User Acceptance Testing (UAT), pilot launches, and production releases. Manage vendor relationships and implementation partners. Support system integrations across CRM, Telephony, Knowledge Base, Workforce Management, QA, AI, and Digital Channels. Understand operational processes and identify opportunities to improve customer journeys. Design technology solutions that improve productivity, quality, and customer experience. Optimize routing strategies, IVRs, skills-based routing, queues, and automation. Improve First Contact Resolution, Average Handling Time, Service Levels, and Customer Satisfaction. Ensure operational readiness for all new technology deployments. Identify opportunities to automate customer interactions. Implement chatbots, virtual assistants, workflow automation, and AI-powered agent assistance. Improve self-service capabilities while maintaining a seamless customer experience. Monitor platform adoption and operational performance. Develop dashboards and executive reporting. Drive data-driven decision making. Act as the primary business owner for Contact Center technology. Collaborate with Engineering, Product, IT Infrastructure, Security, Compliance, and Customer Operations. Drive alignment across multiple business functions.