Product Owner - Telephony - Remote

Overview

The Product Owner will lead the strategy, implementation, and continuous improvement of our telephony platform, enhancing patient and provider experience through digital transformation.

In Short

• Serve as the Product Owner for NICE CXone and CRM ecosystem.
• Define and execute product roadmap for omnichannel contact center.
• Manage enhancements across voice, IVR, chat, SMS, and email channels.
• Collaborate with stakeholders to identify automation opportunities.
• Translate business needs into user stories and requirements.
• Drive adoption of AI capabilities like automated call routing.
• Coordinate vendor engagements and oversee technical delivery teams.
• Support QA, UAT, training, and release readiness.
• Analyze contact center performance using KPIs.
• Ensure compliance with relevant regulations.

Requirements

• Bachelor’s degree in business, IT, or related field preferred.
• 5+ years in Product Ownership or Technical Program Management.
• Experience with NICE CXone or similar platforms.
• Understanding of telephony architecture and CRM systems.
• Excellent stakeholder engagement and Agile delivery skills.

Benefits

• Competitive salary and benefits.
• Opportunities for professional development.
• Diverse and inclusive work environment.
• Flexible work arrangements.