Product Owner - Customer Technology

Overview

The Product Owner for Customer Technology is tasked with defining, executing, and refining the technology landscape that powers the contact center. This position bridges cross-functional domains—Customer Excellence, Technology, Product, and Operations—to create platforms and digital channels that enhance customer and agent experiences, supporting business goals while ensuring operational efficiency.

Key Responsibilities

• Lead the development and upkeep of the contact center technology roadmap aligned to organizational customer service strategies.
• Set product vision, prioritize features, and articulate business needs for customer service technologies.
• Manage and order the product backlog focused on maximizing business value and customer satisfaction.
• Assess new technologies to continuously elevate customer and agent interactions while maintaining scalability and security for future growth.
• Oversee complete lifecycle of contact center platforms including Genesys, Zendesk, HubSpot, WhatsApp, Infobip, and others, from concept to deployment.
• Convert operational needs into clear technical and functional documentation.
• Coordinate user acceptance testing, pilot programs, and overall system rollouts.
• Maintain productive partnerships with technology vendors and implementation teams.
• Facilitate systems integration spanning CRM, telephony, knowledge bases, workforce management, quality assurance, AI deployments, and digital channels.
• Analyze operational workflows, recommending technology-based improvements that enhance productivity, service quality, and customer experience.
• Optimize the use of routing strategies, IVRs, skills-based routing, queues, and automation to improve handling metrics and customer satisfaction KPIs.
• Ensure readiness for any technology introduction in contact center operations.
• Drive AI and automation adoption including chatbots, virtual assistants, workflow automation, and AI-driven agent aids to enhance self-service and maintain seamless customer engagement.
• Monitor platform usage and key performance metrics through dashboarding and reporting to enable data-informed decisions.
• Serve as the key stakeholder liaison for contact center technology, coordinating efforts across engineering, IT infrastructure, security, compliance, and customer operations divisions.

Deliverables

• Comprehensive contact center technology roadmaps aligned with organizational strategy.
• Detailed business cases and proposals for investments in technology.
• Maintained customer product backlogs with well-planned release schedules.
• Improvements in customer journey and omnichannel experience initiatives.
• Implementation of AI and automation projects to streamline contact center functions.
• Established reporting and analytics frameworks for performance tracking and governance.
• Effective vendor management and operational preparation for technology rollouts.

Experience & Technical Proficiency

• Seven to ten or more years in contact center technology, customer experience management, or product management.
• Demonstrated success in deploying contact center platforms.
• In-depth knowledge of customer service operations and experience leading technological transformations.
• Agile methodology experience in technology projects.
• Familiarity with digital communication channels like voice, chat, email, WhatsApp, social media, and messaging.
• Hands-on experience with technologies such as Genesys Cloud, Zendesk, HubSpot CRM, workforce management tools, quality management software, conversational AI, API and CRM integrations, and contact center analytics systems.