Product Owner – Contact Center

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

📋 Description

• Manage the product backlog for both current and upcoming desktop IVR/IVA features for the Contact Center.

• Lead software development lifecycle initiatives and articulate the product vision.

• Gather customer feedback during development by collaborating with technology teams.

• Create forecasts for product releases, align products, estimate resource needs, and develop product roadmaps.

• Share insights from market research, competitive analysis, product strategy, forecasts, and updates.

• Collaborate with Product Managers, stakeholders, leadership, and delivery teams to drive business value.

• Develop, convey, prioritize, and sequence product backlog items and user stories.

• Organize user stories into sprints and formulate burndown and release forecast plans.

• Conduct interviews with end users, member-owners, and stakeholders to collect and analyze requirements.

• Establish acceptance criteria for epics and features.

• Engage in Agile planning, stand-ups, reviews, retrospectives, demos, and other Agile activities.

• Prioritize and address project challenges, providing guidance during intricate product development efforts.

• Ensure projects adhere to timelines and budgets while following project management standards.

• Analyze business processes and propose solutions or enhancements.

• Contribute to the refinement of Agile methodologies and other approaches.

• Collaborate with cross-functional teams to ensure deliverables and manage expectations.

• Mentor team members and work alongside the Scrum Master to coach development teams.

• Act as a consultant across business, vendor, product development, project, and technology divisions.

• Maintain expertise in the subject matter and keep abreast of trends and best practices.

• Represent Velera at conferences, trade shows, and during vendor negotiations.

• Perform additional related tasks and projects as requested by management.

⛳️ Requirements

• Bachelor’s degree in Business Management, Technology, or a related field is preferred.

• Proven experience in launching software or services in collaboration with engineering teams.

• Strong skills in prototyping, iterative development, and a comprehensive understanding of Agile principles.

• A minimum of seven (7) years of product management and/or business analysis experience is required, with 2-5 years focused on a contact center environment.

• Required experience in the financial, credit union sector, and core or account processing.

• Familiarity with Contact Center specific applications: AppDev, telephony, IVR/IVA is essential.

• CSPO, CSM, CAL, SAFe or other relevant Agile certifications are preferred.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Remote-first, flexible environment

• Psychological safety, well-being, and belonging