Product Owner – Cloud Contact Center, Data Platform

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

📋 Description

• Take ownership and manage the backlog for the Contact Center cloud/data platform.

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

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

• Convert business demands into actionable user stories complete with detailed acceptance criteria.

• Facilitate workshops for requirements gathering and backlog refinement activities.

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

• Lead discussions for cross-enterprise demand intake and prioritization.

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

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

• Lead the preparation for Program Increment (PI) Planning and facilitate planning workshops.

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

• Assist in quarterly planning, release planning, capacity planning, and executing the roadmap.

• Drive the identification of risks and develop mitigation strategies.

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

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

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

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

• Assist in cloud governance, resiliency, disaster recovery, and operational readiness goals.

⛳️ Requirements

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

• At least 3 years of experience supporting cloud-based technology platforms.

• Proven expertise in backlog ownership and grooming, demonstrating personal accountability.

• Ability to independently craft implementation-ready user stories.

• Strong experience in cross-enterprise facilitation and prioritization.

• Experience leading PI Planning and quarterly planning events.

• Familiarity with CCaaS/contact center technology.

• Experience with cloud platforms such as Google Cloud Platform, AWS, or Azure; preference for GCP.

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

• Excellent communication skills with both executive and technical stakeholders.

• Background in supporting customer experience and contact center transformation efforts.

• Knowledge of Agile product ownership, feature definition, acceptance criteria, sprint/release/quarterly planning, dependency management, Agile metrics, and delivery forecasting.

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

• Proficiency in specifying and verifying data pipelines, ETL tools, event/message queuing, serverless compute, data warehousing, analytics, containers, monitoring, logging, and IAM.

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

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Generous paid time off and holiday schedule.

• Supportive and inclusive company culture.