Technical Product Owner

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

📋 Description

• Take ownership of the product vision, roadmap, priorities, and outcomes related to customer experience and contact center functionalities.

• Ensure alignment of technology investments with organizational goals in collaboration with executive leadership.

• Create business cases, transformation roadmaps, strategic recommendations, and prioritized use cases.

• Act as a liaison among business stakeholders, operations, architecture, and engineering teams.

• Manage partnerships with Genesys and third-party managed service providers.

• Assess business processes, workflows, customer journeys, and organizational operations.

• Facilitate discovery workshops and convert business challenges into technology and process recommendations.

• Design future-state operating models.

• Act as a subject matter expert and strategic owner for the Genesys platform.

• Evaluate platform capabilities, optimization prospects, integrations, routing strategies, automation, and customer engagement solutions.

• Drive improvements in contact center right-sizing, modernization, performance, reliability, efficiency, and customer experience.

• Assess AI capabilities, automation, self-service, workforce optimization, and emerging technologies.

• Take charge of solution architecture decisions and design scalable, secure, and supportable solutions.

• Collaborate with development, infrastructure, security, and operations teams on future-state architectures.

• Review technical designs and provide guidance on implementation approaches.

• Promote standardization, governance, and platform best practices.

• Lead operational transformation and organizational change initiatives.

• Establish governance models, processes, and operational standards.

• Support the adoption of new capabilities and foster continuous improvement through data, analytics, and performance metrics.

• Offer hands-on support for complex technical challenges and implementations.

• Participate in proofs of concept, integrations, automation initiatives, and platform enhancements.

• Collaborate with engineering teams to implement strategic initiatives.

• Translate conceptual designs into actionable implementation strategies.

• Serve as a technical escalation point for complex platform and architecture decisions.

⛳️ Requirements

• Over 8 years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership roles.

• Extensive experience with Genesys Cloud, Genesys Engage, or comparable enterprise contact center platforms.

• Strong understanding of contact center operations, customer engagement, workforce management, and service delivery models.

• Proven track record of leading executive-level discussions and influencing strategic decisions.

• Experience in conducting business process assessments and organizational transformation initiatives.

• Robust architecture and systems integration experience.

• Ability to convert complex business requirements into technical and operational solutions.

• Experience in leading cross-functional teams through significant change initiatives.

• Background in implementing AI-driven customer experience solutions, virtual agents, conversational AI, automation, and analytics platforms.

• Experience in enterprise architecture or management consulting.

• Familiarity with cloud platforms, APIs, integration frameworks, and contemporary software delivery practices.

• Knowledge of IT service management, operational excellence, and change management methodologies.

• Experience within large enterprise customer service organizations.

🏝️ Benefits

• Contract-to-hire opportunity.

• Remote work position.

• EST working hours.

• Equal opportunity employer.

• Interview accommodations or adjustments available upon request.

• Inclusive work environment.