CCaaS GCP Product Owner
BETSOL · Broomfield, CO · 2 days ago
HybridFull-time
Responsibilities
- Backlog Ownership, Grooming and Prioritization: 35%
- User Story Development and Work Definition: 20%
- Cross-Enterprise Prioritization and Stakeholder Management: 20%
- PI Planning, Dependency Management and Agile Delivery: 15%
- Contact Center and CCaaS Platform Ownership: 5%
- Governance, Security and Compliance: 5%
Qualifications
- Looking For 5+ years of Product Owner, Technical Product Owner, Product Management, or Agile Product Delivery experience, including 3+ years supporting cloud-based technology platforms.
- Mandatory Skills:
- Agile Product Ownership
- Product backlog ownership and refinement
- Sprint planning, release planning, quarterly planning, and Program Increment (PI) Planning
- Dependency management, Agile metrics, and delivery forecasting
- Experience facilitating cross-functional prioritization across business and technology organizations
- Experience supporting large-scale Agile delivery programs
- Proven experience leading backlog grooming, story refinement, and work decomposition
- Contact Center & CCaaS Working knowledge of the following contact center capabilities:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Omnichannel routing and skills-based routing
- Agent desktop applications
- Workforce Management (WFM) and Workforce Optimization (WFO)
- Quality Management (QM)
- Call recording
- Speech analytics
- Email, chat, SMS, and social engagement platforms
- Experience with: Google Kubernetes Engine (GKE), Cloud Run, BigQuery, Pub/Sub, Cloud Functions, Vertex AI, Piggyback, Cloud Storage, Cloud Logging and Cloud Monitoring, Identity and Access Management (IAM)
- Integration & Engineering Working knowledge of: REST APIs, Microservices architecture, Event-driven architecture, Kafka and Pub/Sub messaging, CI/CD pipelines and DevOps practices, ServiceNow integrations, CRM integrations
- Analytics & Reporting Experience utilizing BigQuery, Tableau, Power BI, Looker, contact center analytics platforms, and operational KPI dashboards, with an understanding of contact center metrics including:
- Service Level
- Average Speed of Answer (ASA)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Abandonment Rate
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Agent Utilization
- Strong communication with both executive and technical stakeholders
- Ability to influence without authority and manage cross-team dependencies
- Strong facilitation and problem-solving skills
- Good to Have Preferred certifications: Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager (POPM), SAFe Agilist (SA)
- Experience supporting one or more preferred CCaaS platforms: Five9, Quality Management (Verint), Workforce Management (Verint, Aspect, NICE)
- Experience supporting customer experience and contact center transformation initiatives
Additional Information
- Ideal Candidate Profile
- The ideal candidate is an execution-focused Product Owner who excels at writing implementation-ready user stories, facilitating enterprise prioritization discussions, leading PI Planning activities, and managing complex cloud and contact center backlogs.
- They understand both the business and technology sides of customer engagement and can successfully align Contact Center Operations, engineering teams, and cloud platform capabilities to deliver measurable business outcomes.