CCaaS GCP Product Owner

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Take ownership and manage the Contact Center GCP backlog.

• Lead sessions for backlog refinement and grooming across various delivery teams.

• Prioritize features, enhancements, technical debt, compliance efforts, and operational improvements.

• Establish standards for backlog health, work readiness criteria, and prioritization frameworks.

• Convert business demands into actionable, implementation-ready user stories with defined acceptance criteria.

• Facilitate workshops for requirements gathering and backlog refinement activities.

• Validate the functionality delivered against business objectives and customer outcomes.

• Act as the main liaison between GCP scrum teams and technology delivery teams.

• Facilitate discussions for enterprise demand intake and prioritization.

• Manage competing requests and negotiate trade-offs between business goals and technical limitations.

• Communicate priorities for the roadmap, delivery commitments, and impacts of dependencies.

• Lead preparations for Program Increment (PI) Planning.

• Facilitate reviews of story readiness and planning workshops.

• Coordinate the identification and resolution of dependencies across multiple teams.

• Support planning activities such as quarterly planning, release planning, capacity planning, and roadmap execution.

• Drive the identification of risks and the planning for mitigation.

• Support modernization and optimization initiatives across CCaaS and cloud platforms.

• Prioritize and deliver capabilities in voice, omnichannel, IVR, messaging, call recording, quality management, workforce optimization, speech analytics, agent assist, conversational AI, and analytics.

• Collaborate with vendors and engineering teams to assess emerging platform capabilities.

• Integrate security, regulatory, and compliance requirements into delivery plans.

• Support objectives related to cloud governance, resiliency, disaster recovery, and operational readiness.

⛳️ Requirements

• Over 5 years of experience as a Product Owner, Technical Product Owner, in Product Management, or Agile Product Delivery.

• More than 3 years of experience supporting cloud-based technology platforms.

• Expertise in backlog ownership and grooming.

• Ability to independently create implementation-ready user stories.

• Strong experience in cross-enterprise facilitation and prioritization.

• Proven experience leading PI Planning and quarterly planning events.

• Familiarity with CCaaS/contact center technology.

• Experience with Google Cloud Platform, AWS, or Azure, with a preference for GCP.

• Capability to manage dependencies across teams and influence without direct authority.

• Excellent communication skills with both executive and technical stakeholders.

• Experience in supporting customer experience and contact center transformation projects.

• Working knowledge of ACD, IVR, omnichannel routing, skills-based routing, agent desktop applications, WFM/WFO, QM, call recording, speech analytics, and engagement platforms across email, chat, SMS, and social media.

• Experience with GKE, Cloud Run, BigQuery, Pub/Sub, Cloud Functions, Vertex AI, Apigee, Cloud Storage, Cloud Logging, Cloud Monitoring, and IAM.

• Familiarity with REST APIs, microservices, event-driven architecture, Kafka, CI/CD pipelines, DevOps practices, ServiceNow integrations, and CRM integrations.

• Experience with BigQuery, Tableau, Power BI, Looker, contact center analytics platforms, and operational KPI dashboards.

• Preferred certifications include CSPO, SAFe POPM, and/or SAFe Agilist.

• A Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or a related field; equivalent experience may be considered.

🏝️ Benefits

• Option for remote work.

• An organization that prioritizes employee satisfaction.

• Opportunity to work with award-winning products and solutions utilized in over 40 countries.