Product Owner Contact Center Telephony

Summary:

The Product Owner Contact Center Telephony will serve as a strategic visionary, responsible for designing and implementing innovative contact center solutions that enhance member engagement and drive organizational success. This role will oversee the integration of cutting-edge technologies, including FIVE9 Contact Center and Microsoft Teams to optimize operations, improve service quality, and foster positive member experiences.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop and execute a comprehensive technology roadmap aligned with the organization's strategic objectives, focusing on the integration of FIVE9 Contact Center, Microsoft Teams, CRM systems, and AI-powered solutions.
• Oversee the successful implementation and integration of contact center technologies, ensuring seamless functionality, optimal performance, and alignment with business goals.
• Collaborate with business stakeholders to understand member needs and develop technology solutions that enhance member satisfaction and loyalty across all digital channels, including chat, SMS, and email.
• Leverage data analytics to measure contact center performance, identify trends, optimize operations, and inform AI-driven decision-making.
• Identify and evaluate emerging contact center technologies, including AI-powered solutions and digital channels, to drive continuous improvement and maintain a competitive edge.
• Establish and maintain strong relationships with technology vendors, including FIVE9,Microsoft, CRM providers, and AI solution providers, to negotiate favorable terms, ensure timely support, and stay abreast of industry trends.
• Lead and mentor a high-performing team of technology professionals, providing guidance, support, and career development opportunities.

Qualifications: 

Formal Education & Certification:

• Bachelor’s degree in computer science, information technology or equivalent work experience.

Knowledge & Experience:

• 7 years experience managing contact center technology
• 5 years management experience
• Proven expertise in FIVE9 Contact Center, Microsoft Teams, CRM integration, and AI implementation and management.
• Strong understanding of contact center operations, including routing, queuing, and reporting.
• Experience with cloud-based contact center solutions.
• Deep knowledge of artificial intelligence and machine learning applications in contact centers.
• Familiarity with industry standards and best practices.
• Experience with agile methodologies and DevOps practices.
• Expertise in integrating contact center solutions with CRM systems.
• Experience with digital channels such as chat, SMS, and email.

Personal Attributes:

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to conduct research into data, hardware and software issues and products as required.
• Highly self-motivated and directed.
• Keen attention to detail.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to problem solve and use critical thinking skills
• Recognized as a relationship builder to partner across CUSO’s to achieve business goals and outcomes.
• Ability to effectively present complex and sensitive information to management and partner Credit Unions.
• Poise and ability to act calmly and competently in high-pressure, high-stress situations.

Standards of Performance:

• Professional representation of Open Technology Solutions.
• Apply job knowledge to ensure timely, accurate and efficient performance.
• Adherence to OTS’s policies and procedures.
• Promotes and ensures highest level of customer service
• Confidentiality of all records.
• Timeliness in meeting regulatory guidelines
• Compliance to regulatory requirements
• Cost effectiveness and productivity of departmental operations.
• Success in meeting individual, departmental, and corporate goals.

Supervisory Responsibilities:

• Manages Voice Engineers

Cognitive Requirements:

• Constantly: Perform basic mathematical computations; works independently, little supervision needed; effectively communicate verbally and in writing; comprehend materials and follow instructions; compile, copy and compare information; analyze and compute information; problem solving and critical thinking; exercise good judgement/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; motivate, lead, influence and collaborate with others both internally and externally; exhibit excellent customer service skills; facilitate meetings; speak to groups
• Frequently: Perform advanced or non-routine mathematical computations; project planning and execution; handle confidential/sensitive information

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constantly: Sit- Remaining in a seated position for long periods of time; use hand/fingers to handle and feel; use hands/fingers for repetitive keyboard & hand motion; speak coherently

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels
• 40-hour on-site and remote work week as agreed with their manager
• The work environment is occasionally hectic with periods of high stress

Travel may be required for this position

 Compensation and Benefits

• Target salary range for this position will $160,000-$170,000 depending on qualifications
• The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities.

Salary : $160,000 - $170,000