Product Owner

Company Overview:Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries. This is a contract-to-hire opportunity with one of Arctiq's clients. It's a remote position working EST hours. Position Overview:We are seeking a highly experienced Technical Product Owner / Principal Consultant to lead the strategic evolution of our contact center ecosystem and customer experience platforms. This role serves as the bridge between business strategy, product ownership, solution architecture, operational excellence, and technical delivery. The ideal candidate will own platform strategy and architectural decision-making, with a strong focus on the Genesys ecosystem, while taking a holistic view across business processes, customer journeys, operations, technology, and organizational change. Approximately 50% of this role will focus on contact center transformation and Genesys platform optimization, with the remaining responsibilities centered around business consulting, product ownership, operational improvements, solution design, and technical leadership. Responsibilities:Product Ownership & Strategic LeadershipOwn the product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilitiesPartner with executive leadership to align technology investments with organizational objectivesDevelop business cases, transformation roadmaps, and strategic recommendationsCreate and prioritize use cases that drive measurable business valueBalance business needs, technical feasibility, operational considerations, and customer experience requirementsServe as the primary liaison between business stakeholders, operations teams, architecture, and engineering organizationsManage relationships with external vendors, including Genesys and third-party managed service providers, ensuring alignment of platform strategy, service delivery, contractual obligations, licensing/subscription management, and business objectivesConsulting & Business Process TransformationEvaluate current-state business processes, workflows, and customer journeysConduct operational and organizational assessments to identify inefficiencies, risks, and improvement opportunitiesLead discovery workshops with business leaders and stakeholdersTranslate business challenges into actionable technology and process recommendationsProvide strategic advisory services and thought leadership across customer experience initiativesDevelop future-state operating models that improve service delivery, scalability, and performanceContact Center & Genesys Platform LeadershipAct as the primary subject matter expert and strategic owner for the Genesys platformAssess existing platform capabilities and determine optimization opportunitiesOwn architectural decisions regarding contact center technologies, integrations, routing strategies, automation, and customer engagement solutionsDrive right-sizing initiatives and modernization efforts across the contact center ecosystemProactively identify opportunities to improve performance, reliability, efficiency, and customer experienceEvaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce optimization tools, and emerging technologiesEnsure maximum value is being realized from Genesys investmentsArchitecture & Technical LeadershipOwn solution architecture decisions across customer experience and contact center capabilitiesDesign scalable, secure, and supportable solutions aligned with enterprise technology standardsCollaborate with development, infrastructure, security, and operations teams to define future-state architecturesReview technical designs and provide guidance on implementation approachesDrive standardization, governance, and platform best practicesEvaluate technologies and vendor solutions to support business objectivesOperations & Change ManagementLead operational transformation initiatives and organizational change effortsEstablish governance models, processes, and operational standardsPartner with business and technical teams to ensure successful adoption of new capabilitiesDevelop recommendations that improve service levels, operational efficiency, and customer outcomesDrive continuous improvement through data, analytics, and operational performance metricsEngineering & Technical ContributionProvide hands-on support for complex technical challenges and solution implementations when requiredParticipate in proof-of-concepts, integrations, automation initiatives, and platform enhancementsPartner closely with engineering teams to ensure successful execution of strategic initiativesTranslate conceptual designs into practical implementation strategiesServe as a technical escalation point for complex platform and architecture decisions Qualifications:8+ years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership rolesDeep experience with Genesys Cloud, Genesys Engage, or similar enterprise contact center platformsStrong understanding of contact center operations, customer engagement, workforce management, and service delivery modelsProven ability to lead executive-level discussions and influence strategic decisionsExperience conducting business process assessments and organizational transformation initiativesStrong architecture and systems integration experienceAbility to understand and translate complex business requirements into technical and operational solutionsExperience leading cross-functional teams through large-scale change initiativesExperience implementing AI-powered customer experience solutions, virtual agents, conversational AI, automation, and analytics platformsBackground in enterprise architecture or management consultingExperience with cloud platforms, APIs, integration frameworks, and modern software delivery practicesKnowledge of IT service management, operational excellence, and change management methodologiesExperience working within large enterprise customer service organizations Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply. We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.