Product Owner/-ka - Contact Center Systems

Job description

• Define, maintain, and prioritize the product (CC systems) backlog based on business value and customer needs

• Create product roadmap

• Act as the voice of the customer by identifying opportunities that improve customer journeys

• Translate stakeholder requirements into clear user stories and acceptance criteria

• Collaborate with the development team in sprint planning, backlog grooming, and product reviews

• Ensure delivery of features that meet business objectives and quality standards

• Work with stakeholders (including DT) to align product goals and manage expectations throughout the product lifecycle

• Ensure product features are aligned with technical and system architecture requirements

• Define business outcomes and track product KPIs (e.g., adoption, satisfaction, ROI) to measure success and drive continuous improvement

• Drive rollout activities

• Product portfolio:

  • Genesys

  • Nice

  • Skill Manager

  • CPX

  • Tweety

  • WDE

  • One Contact Center (Sprinklr)

  • Conventionals Channels Self Care

  • Call Analyzer Pipeline

Requirements

• Experience as a Product Owner, Product Manager, Business Analyst or similar role delivering products

• Proven experience in defining product vision, roadmap, and backlog management in Agile/Scrum environments

• Strong understanding of sales & care processes and Contact Center customer journeys

• Ability to translate business needs into clear product requirements and user stories

• Excellent stakeholder management and communication skills, with the ability to align business and technology teams

• Ability to work closely with cross-functional teams: business analysts, engineers, software developers, UX designers, and business stakeholders (including DT level)

• Experience in prioritizing initiatives based on business value, customer impact, and technical feasibility

• Strong analytical mindset with the ability to interpret product metrics, customer feedback, and performance indicators

• Knowledge of product lifecycle, including experimentation, model evaluation, and continuous improvement

• Familiarity with tools such as Jira, Confluence, Figma, BPMN

• Strong English communication skills (written and spoken)

• Certificates such as PSPO, EBM, Agile or Prince will be an advantage

Lead the development and delivery of Features in Contact Center area, that meet customer and business needs. The role owns the business vision, demand, roadmap, prioritization, adoption and value realization, acting as the primary business owner and ensuring alignment with the company's B2C strategy. Responsible for defining and prioritizing product backlog items, working closely with cross-functional teams to ensure the successful execution of the product vision.