Product Owner – Cloud Contact Center, Data Platform
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Job Description
Product Owner leading cloud contact center and data platform delivery at BETSOL. Owning backlogs, user stories, PI planning, and enterprise prioritization for CCaaS transformation.
Responsibilities:
- Own and maintain the Contact Center cloud/data platform backlog
- Lead backlog refinement and grooming sessions across multiple delivery teams
- Ensure a continuous pipeline of implementation-ready work for engineering teams
- Prioritize features, enhancements, technical debt, compliance activities, and operational improvements
- Establish backlog health standards, work readiness criteria, and prioritization frameworks
- Translate business demand into actionable user stories with detailed acceptance criteria
- Partner with product owners, architects, engineers, and business stakeholders to clarify requirements
- Facilitate requirements workshops and backlog refinement activities
- Validate delivered functionality against business goals and customer outcomes
- Serve as the primary liaison between platform scrum teams and technology delivery teams
- Facilitate demand intake and prioritization across enterprise stakeholders
- Manage competing requests and negotiate tradeoffs
- Communicate roadmap priorities, delivery commitments, and dependency impacts
- Lead preparation for Program Increment (PI) Planning
- Facilitate story readiness reviews and planning workshops
- Coordinate dependency identification and resolution across multiple teams
- Support quarterly planning, release planning, capacity planning, and roadmap execution
- Drive risk identification and mitigation planning
- Partner with CCaaS IT product owners on customer and agent experience improvements
- Drive prioritization and delivery of voice routing, omnichannel engagement, IVR, digital messaging, call recording, quality management, workforce optimization, speech analytics, agent assist, conversational AI, and reporting capabilities
- Collaborate with vendors and engineering teams to evaluate emerging platform capabilities
- Incorporate security, regulatory, and compliance requirements into delivery plans
- Support cloud governance, resiliency, disaster recovery, and operational readiness objectives
Requirements:
- 5+ years of Product Owner, Technical Product Owner, Product Management, or Agile Product Delivery experience
- 3+ years supporting cloud-based technology platforms
- Expert backlog ownership and backlog grooming, with personally owned backlogs
- Ability to independently write implementation-ready user stories
- Strong cross-enterprise facilitation and prioritization experience
- Experience leading PI Planning and quarterly planning events
- CCaaS/contact center technology experience
- Experience with Google Cloud Platform, AWS, or Azure; GCP preferred
- Ability to manage cross-team dependencies and influence without authority
- Strong communication with executive and technical stakeholders
- Experience supporting customer experience and contact center transformation initiatives
- Working knowledge of ACD, IVR, omnichannel and skills-based routing, agent desktop applications, WFM/WFO, quality management, call recording, speech analytics, and digital engagement platforms
- Fluency with data pipelines, ETL tooling, event/message queuing, serverless compute, data warehousing, analytics, container orchestration, monitoring, logging, and IAM
- Working knowledge of REST APIs, microservices architecture, event-driven architecture, Kafka and Pub/Sub messaging, CI/CD pipelines, DevOps practices, ServiceNow integrations, and CRM integrations
- Experience with BigQuery, Tableau, Power BI, Looker, contact center analytics platforms, and operational KPI dashboards
- Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or a related field; equivalent experience may be considered
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