Senior Product Owner

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

As the Product Owner for our CX Monitoring platform, you'll play a pivotal role in driving the development and success of our next-generation Customer Experience monitoring tools and services. You'll work closely with a cross-functional team of product managers, business analysts, software engineers, designers, and stakeholders to define the product vision, roadmap, and features that ensure uninterrupted performance and uptime for our Clients’ CX Platforms, improving reliability and uptime, allowing for faster issue identification and resolution, and ultimately elevating their Customer Experiences.

You'll be at the heart of:

• Crafting experiences that matter: Your work will directly impact the quality and reliability of the systems that power exceptional client journeys. 

• Fueling our passion for human connection: At TTEC Digital, we believe in bringing humanity into experiences. Your expertise will ensure our clients’ CX technology platforms function flawlessly, freeing their CX professionals to focus on building genuine connections with their customers.

• Creating Market Differentiation: As TTEC Digital clients move their CX technology stacks from on-premise to public cloud, they lose visibility and control of their mission-critical CX technology platforms; this product will help differentiate TTEC Digital’s managed services in the market by giving clients back the assurance that their CX workloads are always on and running optimized.

• Own the product vision and roadmap: Conduct market research, analyze user feedback, and translate insights into a clear vision and prioritized roadmap for the CX Monitoring platform.
• Prioritize and define product requirements: Collaborate with stakeholders and development teams to prioritize features, define user stories, and ensure alignment with business objectives, keeping client needs at the forefront.
• Be a champion for user experience: Conduct user research and translate user needs into actionable product requirements, ensuring a continuous increase in product value to our clients and internal stakeholders.
• Manage the product backlog: Prioritize the backlog, refine user stories, and ensure transparency and alignment with team priorities.
• Manage product development: Overseeing all stages of product creation including design and development. Monitor and evaluate product progress at each stage of the process.
• Manage product team. Oversee both direct and indirect reports within the CX Monitoring product team.
• Track and measure success: Define key performance indicators (KPIs) to measure product success, analyze data, and iterate based on learnings, constantly seeking optimization for both technical performance and client impact.
• Tactical:  Participate in key Scrum meetings and product sprints
• Platform to Service Hand-Off:  Interface with Managed Services Operations teams globally to ensure that the CX Monitoring platform integrates into ITSM platforms to automate incident creation and notifications, thus supporting an efficient Support operation in response to alerts.
• Communicate effectively: Collaborate and communicate effectively with cross-functional teams (IP, Managed Services Operations, Marketing, etc.), stakeholders, and clients to ensure clear understanding and alignment on product goals and progress.
• Presentation: Liaise with the product team and end users (clients, internal stakeholders and executives, and Managed Services operations teams) to deliver updates and present roadmap
• Marketing: Liaise with Marketing team to ensure that Product Marketing assets are complete, compelling, and always up to date with the latest features.

• Bachelor’s degree in IT-related discipline preferred; relevant experience in an IT environment considered.
• A minimum of 10 years of experience in the IT field working with key TTEC Digital focus technologies such as Cisco, Genesys and/or other Contact Center platforms, Unified Communications; Dynamics, Salesforce, or other CRM.
• Possession of current architect-level technical certifications in  AWS (Amazon Web Services) or GCP (Google Cloud Platform), as well as Contact Center and Infrastructure technologies being monitoring.
• Hands on experience with Cloud Infrastructure Platforms (especially Google Cloud Platform and Amazon Web Services).
• Working knowledge of cloud security architecture, practices, and technologies. Proficient in applying customer compliance frameworks to ensure our CX Monitoring platform upholds the highest data protection and privacy standards.
• Experience with CCaaS platforms and their unique monitoring needs.
• Experience with Nectar, Cyara, or other voice and digital flow monitoring tools.
• Experience with cloud-based monitoring tools, ideally including DataDog.

• The anticipated range for individuals expressing interest in this position is $140,000 - $220,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. This position is eligible to participate in an incentive program.
• Benefits available to eligible employees include
• Medical, dental, and vision 
• Tax-advantaged healthcare accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

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About Us

TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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