Product Owner – Cloud Contact Center, Data Platform

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚰 Data Engineer

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BETSOL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

BETSOL is a global IT services company that offers a wide range of solutions to enhance business operations and efficiency. Their services include product engineering, DevOps, cloud enablement, application modernization, and security services. BETSOL specializes in cloud-native development, infrastructure automation, and application migration, providing enterprise clients with advanced IT infrastructure solutions. They also offer unique services such as Zmanda Enterprise Backup, which is a leading open-source backup and recovery solution for data centers. BETSOL prides itself on transforming digital landscapes through innovation and collaboration, maintaining high industry standards for security and quality while serving clients across over 40 countries.

📋 Description

• Own and maintain the Contact Center cloud/data platform backlog • Lead backlog refinement and grooming sessions across multiple delivery teams • Ensure a continuous pipeline of implementation-ready work for engineering teams • Prioritize features, enhancements, technical debt, compliance activities, and operational improvements • Establish backlog health standards, work readiness criteria, and prioritization frameworks • Translate business demand into actionable user stories with detailed acceptance criteria • Partner with product owners, architects, engineers, and business stakeholders to clarify requirements • Facilitate requirements workshops and backlog refinement activities • Validate delivered functionality against business goals and customer outcomes • Serve as the primary liaison between platform scrum teams and technology delivery teams • Facilitate demand intake and prioritization across enterprise stakeholders • Manage competing requests and negotiate tradeoffs • Communicate roadmap priorities, delivery commitments, and dependency impacts • Lead preparation for Program Increment (PI) Planning • Facilitate story readiness reviews and planning workshops • Coordinate dependency identification and resolution across multiple teams • Support quarterly planning, release planning, capacity planning, and roadmap execution • Drive risk identification and mitigation planning • Partner with CCaaS IT product owners on customer and agent experience improvements • Drive prioritization and delivery of voice routing, omnichannel engagement, IVR, digital messaging, call recording, quality management, workforce optimization, speech analytics, agent assist, conversational AI, and reporting capabilities • Collaborate with vendors and engineering teams to evaluate emerging platform capabilities • Incorporate security, regulatory, and compliance requirements into delivery plans • Support cloud governance, resiliency, disaster recovery, and operational readiness objectives

🎯 Requirements

• 5+ years of Product Owner, Technical Product Owner, Product Management, or Agile Product Delivery experience • 3+ years supporting cloud-based technology platforms • Expert backlog ownership and backlog grooming, with personally owned backlogs • Ability to independently write implementation-ready user stories • Strong cross-enterprise facilitation and prioritization experience • Experience leading PI Planning and quarterly planning events • CCaaS/contact center technology experience • Experience with Google Cloud Platform, AWS, or Azure; GCP preferred • Ability to manage cross-team dependencies and influence without authority • Strong communication with executive and technical stakeholders • Experience supporting customer experience and contact center transformation initiatives • Working knowledge of ACD, IVR, omnichannel and skills-based routing, agent desktop applications, WFM/WFO, quality management, call recording, speech analytics, and digital engagement platforms • Fluency with data pipelines, ETL tooling, event/message queuing, serverless compute, data warehousing, analytics, container orchestration, monitoring, logging, and IAM • Working knowledge of REST APIs, microservices architecture, event-driven architecture, Kafka and Pub/Sub messaging, CI/CD pipelines, DevOps practices, ServiceNow integrations, and CRM integrations • Experience with BigQuery, Tableau, Power BI, Looker, contact center analytics platforms, and operational KPI dashboards • Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or a related field; equivalent experience may be considered