Product Owner – Contact Center
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Job Description
Product Owner guiding contact-center IVR/IVA products at Velera, a North American fintech provider. Managing Agile backlogs, roadmaps, stakeholder requirements, and delivery value.
Responsibilities:
- Oversee the product backlog of existing and future Contact Center desktop IVR/IVA features.
- Drive associated software development lifecycle activities and communicate the product vision.
- Capture the voice of the customer in development through technology teams.
- Develop product release forecasts, product alignment, resource forecasts, and product roadmaps.
- Communicate market research, competitive analysis, product direction, forecasts, and changes.
- Work with Product Managers, stakeholders, leadership, and delivery teams to deliver business value.
- Create, communicate, prioritize, and sequence product backlog items and user stories.
- Schedule user stories into sprints and develop burndown and release forecast plans.
- Interview end users, member-owners, and stakeholders to gather and analyze requirements.
- Define acceptance criteria for epics and features.
- Participate in Agile planning, stand-ups, reviews, retrospectives, demos, and other Agile meetings.
- Prioritize and resolve project issues and provide direction during complex product development projects.
- Ensure projects meet time and budget schedules and follow project management standards.
- Analyze business processes and recommend solutions or improvements.
- Contribute to refinement of Agile and other methodologies.
- Interface with cross-functional groups to ensure deliverables and manage expectations.
- Mentor and lead team members and collaborate with the Scrum Master to coach development teams.
- Serve as a consultant across business, vendor, product development, project, and technology units.
- Maintain subject-matter expertise and monitor trends and best practices.
- Represent Velera at conferences, tradeshows, and vendor negotiations.
- Perform other related duties and projects as requested by management.
Requirements:
- Bachelor’s degree in Business Management, Technology, or related experience preferred.
- Established background in launching software or services in partnership with engineering teams.
- High degree of proficiency in prototyping, iterative development, and understanding of Agile principles.
- Seven (7) years of product management and/or business analysis experience required, with 2-5 years focus in a contact center environment.
- Experience with the financial, credit union industry and core or account processing required.
- Experience with Contact Center specific applications: AppDev, telephony, IVR/IVA.
- CSPO, CSM, CAL, SAFe or other related Agile certifications preferred.
- This role is currently not eligible for sponsorship.
Benefits:
- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment
- Psychological safety, wellbeing and belonging
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