Product Owner - Contact Center Technology

BETSOL is a cloud-first digital transformation and data management company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Zmanda (Zmanda.com). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries. Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee centric organization. Learn more at betsol.com

This position will contribute to the application management of our Contact Center initiatives. The individual in this role will contribute to the governance, communication, design, build, and maintenance of our Contact Center as a Service (CCaaS) initiatives to ensure our business gets the most value out of our products. Liaising with IT and Business counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead IT Director, Contact Center Technology, this position is critical in supporting the development and implementation of the overall Contact Center strategy while strategic business initiatives are met. This role will also involve working with technical staff, including being the first point of escalation, prioritizing, and managing assignments from the product backlog.

• Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
• Lead the technical alignment for launching the product and subsequent future enhancements or other product roadmap implementations.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with Contact Center Engineering and business counterparts.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.
• Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
• Liaise with the Contact Center Engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
• Manage the communication of the priorities to stakeholders in a proactive manner.
• Stay up to date on emerging contact center technology.

Required Qualifications

• 2+ years of managing Contact Center technology deployments.
• 2+ years of product owner-type roles which involve governance, management, and driving alignment on CCaaS initiatives.
• 2+ years of experience managing best practices for all aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels.
• 2+ years of experience in modern Software Development and Architecture. 
• 2+ years of experience enhancing the user experience for contact center agents.
• 2+ years of experience working in an Agile team.

Preferred Qualifications

• Program/Project Management or Scrum Master experience with a strong skillset in communications, tracking, reporting, risk management, and negotiation skills
• UX experience
• Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM)
• Knowledge of Quality Management Solutions
• Knowledge of CCaaS solutions
• Contact Center operations experience
• Salesforce CRM experience
• Prior hands-on software development experience in modern technologies
• Proven ability to work in a fast-paced and dynamic delivery environment with the versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
• Customer obsessed. Experience influencing and consulting while solving business processes and/or technical problems to meet our business where they are.

Education

• A bachelor's degree in computer science, Information Systems, related field, or equivalent experience.

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