Product Owner – Contact Center

Overview

Platform Ownership & Strategic Direction

• Act as the central technical point of contact for leading contact center platforms (e.g., Genesys, NICE), ensuring strategic alignment with business and operational objectives.
• Own system configurations, champion the capabilities roadmap, and define/monitor platform performance Key Performance Indicators (KPIs).
• Drive technological innovation by identifying and evaluating emerging solutions to elevate customer experience and operational productivity.

Contact Center Technology Management & Optimization

• Oversee the configuration, customization, and full lifecycle management of IVR systems, complex call flows, routing logic, and Conversational AI bots.
• Ensure IVR design adheres to stringent business requirements, incorporates usability best practices, and meets the dynamic needs of airline operations.
• Proactively monitor platform health, performance metrics, and Service Level Agreements (SLAs), resolving issues before they impact service delivery.
• Execute routine maintenance, including upgrades, patching, security remediation, and backup procedures, to ensure system integrity.
• Maintain strict compliance with enterprise security standards, PCI controls, and relevant regulatory requirements.

Incident, Problem, and Solution Management

• Lead technical troubleshooting and rapid restoration efforts during outages, performance degradations, and integration failures.
• Conduct thorough root cause analysis (RCA) for technical issues and implement effective preventative measures.
• Coordinate seamlessly with internal IT teams, external vendors, and telecommunications carriers to resolve complex technical challenges.
• Review, assess, and validate solution designs in collaboration with System Architects and engineering teams, ensuring adherence to architectural principles, scalability frameworks, and cloud best practices.

Performance Analysis & Cross-Functional Collaboration

• Analyze system data, performance metrics, and operational trends to identify and recommend strategic enhancements.
• Identify and implement automation opportunities through scripting, advanced analytics, and AI-driven workflows.
• Provide actionable insights to improve agent productivity, customer experience, and contact routing efficiency.
• Collaborate effectively with business stakeholders across Contact Center Operations, Customer Experience, Commercial, and Operations departments.
• Communicate complex technical concepts clearly and concisely to non-technical audiences.
• Foster strong working relationships with vendors, cloud service providers, network teams, and security specialists.

Enterprise Contact Center Platforms

Core Contact Center Technologies

Data & Analytics

Telephony & Networking

Cloud & Devops

Programming & Scripting

Productivity Tools

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 5 to 7 years of progressive experience in managing and optimizing enterprise contact center technologies.
• Proven track record as a Technical Product Owner or in a similar technical leadership role within a contact center environment.
• Strong understanding of software development lifecycles and agile methodologies.
• Excellent analytical, problem-solving, and communication skills.
• Experience with enterprise-level IT environments and integrations.
• NICE Certification (preferred).
• Genesys Certifications/Trainings (Cloud or Engage) (preferred).
• Cloud platform certifications (AWS, Azure) – an advantage.