Product Owner – Cloud Contact Center, Data Platform

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

📋 Description

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

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

• Ensure a steady stream of work that is ready for implementation by engineering teams.

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

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

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

• Collaborate with product owners, architects, engineers, and business stakeholders to clarify requirements.

• Organize workshops for requirements and facilitate backlog refinement activities.

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

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

• Manage demand intake and prioritize requests from enterprise stakeholders.

• Navigate competing requests and negotiate necessary trade-offs.

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

• Lead the preparations for Program Increment (PI) Planning.

• Facilitate reviews of story readiness and planning workshops.

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

• Assist in quarterly planning, release planning, capacity planning, and execution of roadmaps.

• Drive the identification of risks and the creation of mitigation plans.

• Partner with CCaaS IT product owners to enhance customer and agent experiences.

• Spearhead the prioritization and delivery of capabilities such as voice routing, omnichannel engagement, IVR, digital messaging, call recording, quality management, workforce optimization, speech analytics, agent assistance, conversational AI, and reporting.

• Work in conjunction 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

• A minimum of 5 years’ experience in roles such as Product Owner, Technical Product Owner, Product Management, or Agile Product Delivery.

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

• Proficient in backlog ownership and grooming, with personally managed backlogs.

• Capability to independently author implementation-ready user stories.

• Strong experience in facilitating and prioritizing across the enterprise.

• Proven 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; GCP is preferred.

• Ability 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 transforming contact center initiatives.

• Working knowledge of ACD, IVR, omnichannel and skills-based routing, agent desktop applications, WFM/WFO, quality management, call recording, speech analytics, and digital engagement platforms.

• Proficiency with data pipelines, ETL tooling, event/message queuing, serverless compute, data warehousing, analytics, container orchestration, monitoring, logging, and IAM.

• Familiarity with REST APIs, microservices architecture, event-driven architecture, Kafka and Pub/Sub messaging, 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.

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

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Access to the latest tools and technologies in the industry.

• A collaborative team culture focused on innovation and success.