Product Owner

at  Capgemini

QUALIFICATIONS:

• At least 5 years of experience as a Product Owner, Product Manager, or similar role in a contact center environment
• Experience in driving modern AI based solutions in contact center environments
• Strong understanding of contact center technologies such as IVR systems, Chatbots, call routing, and telephony solutions.
• Excellent project management skills with experience in Agile methodologies (Scrum, Kanban).
• Exceptional communication and interpersonal skills. Ability to collaborate effectively with technical and non-technical stakeholders.
  The pay range that the employer in good faith reasonably expects to pay for this position is $59.52/hour - $93.00/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis

• Define the product vision, roadmap, and growth opportunities for contact center solutions, considering market trends, competitive analysis, and customer feedback.
• Gather and prioritize product requirements from stakeholders, customers, and internal teams. Translate these into clear user stories and acceptance criteria for development teams.
• Lead Agile development processes, including sprint planning, backlog refinement, and release planning. Ensure timely delivery of product milestones and features.
• Collaborate closely with cross-functional teams including engineering, operations and IT to drive product success. Communicate product updates and gather feedback effectively.
• Define and monitor key performance metrics (KPIs) for the product. Conduct regular testing and validation to ensure product quality and reliability.
• Champion the voice of the customer within the organization. Understand customer pain points and use cases to drive product improvements and innovation.
• Ensure product compliance with industry regulations and data security standards. Work closely with legal and compliance teams as required