Product Owner - Contact Center Operations

Requirements:

• 8 years of experience in a contact center transformation & operations role.
• Genesys Contact Center Experience
• Experience in leading Contact Center transformation projects
• Strong knowledge of Agile/Scrum methodologies and experience acting as a Scrum Master.
• Proficiency in using Azure DevOps for project management.
• Genesys Cloud, Dynamics 365 CRM platforms.
• Technical acumen including software development, data integration & system architecture to participate in technical conversations.
• Excellent communication and people skills to work effectively with business stakeholders and technical teams.
• Bachelor’s degree in computer science, Information Technology, or a related field.

Plusses:

• Certification in Agile/Scrum methodologies (i.e. Certified Scrum Product Owner, Certified Scrum Master)
• Experience in Banking Industry

Responsibilities:

As a product leader in the bank, you are responsible for the product vision for the Customer Contact and Call Center ecosystem that powers our service and sales fulfillment customer experiences through voice, chat, messaging, SMS, and self-service/AI channels.

You are entrepreneurial, a builder, an innovator with a passion to see your ideas turn into positive impact for our clients. With the goal of ensuring a positive customer experience leveraging various functional components to deliver an outstanding experience for our customers, you will work closely with business stakeholders to create a charter, vision, backlog, epics, features, and more. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the experience across lines of businesses in the bank. This role requires a unique blend of product ownership, contact center expertise and technical acumen.