Sr. Product Owner, Contact Center Technology

Position Overview:
The Sr. Product Owner will lead the development and continuous enhancement of contact center automation services. This role is responsible for driving innovation in customer interaction technologies by leveraging artificial intelligence (AI), automation, and other emerging technologies to create seamless and efficient customer experiences. The Sr. Product Owner will oversee the full lifecycle of the application—from concept to release—encompassing governance, development, operations, and maintenance.

The Sr. Product Owner will define and execute the product strategy for AI-driven contact center solutions, ensuring alignment of product features with customer needs and business objectives. This includes enhancing service efficiency, improving customer satisfaction, and supporting revenue growth through upselling and policy bookings. This role involves close collaboration with technical resources to bring to life the product vision and strategy. It also includes frequent engagement with business stakeholders, AI and automation experts, and IT teams to ensure the contact center platform delivers competitive, secure, and compliant solutions.

A key aspect of this role is keeping the contact center automation ecosystem at the forefront of innovation by exploring new AI capabilities, automating workflows, and integrating technologies like Google Dialogflow, Google Gemini, and others. The Sr. Product Owner will ensure that automation processes meet the highest standards of quality and security, driving continuous improvement and operational excellence.

Responsibilities:

• Define and drive the product vision for AI-powered contact center automation, utilizing Google Dialogflow and other emerging technologies to enhance customer interactions, reduce operational costs, and improve business performance.

• Collaborate with business stakeholders and IT partners to create business, functional, and/or technical requirements. Anticipate and identify customer needs and match products and services to address those needs. Define application feature scope and objectives based on user and business requirements.

• Partner with cross-functional teams—including customer service, marketing, and IT—to translate business objectives into innovative AI-driven contact center solutions.

• Foster a culture of innovation by researching and introducing new AI technologies and automation methods to keep the organization at the cutting edge of customer engagement.

• Oversee the Agile development process for contact center automation projects. Lead a cross-functional team of engineers, AI specialists, and business analysts to ensure timely delivery and continuous deployment.

• Ensure that all AI and automation solutions meet high-quality standards, security requirements, and industry compliance regulations.

• Define and track KPIs related to customer satisfaction, contact center efficiency, revenue growth, and compliance. Provide regular updates to executive leadership and adapt strategies based on performance data.

• Manage the product's budget and resources, aligning delivery with financial forecasts and business priorities.

• Lead and mentor a team of product owners and business analysts. Encourage continuous learning and adoption of best practices.

• Establish a methodology for requirements gathering and feature release cycles. Oversee planning, design, testing, deployment, and continuous updates of the application.

• Use business and technical acumen to assess the feasibility of solutions, balancing technical constraints with operational realities.

Job Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field

• 10+ years of experience in product management, including experience leading globally distributed Agile teams

• Experience with large-scale chatbot delivery and deployment, preferably using Google Dialogflow or similar platforms

• Proven ability to define product vision and deliver high-quality digital products with a customer-first mindset

• Strong stakeholder management skills and experience influencing strategic product decisions at the executive level

• Demonstrated leadership in mentoring and building high-performing product teams

• Excellent interpersonal skills and ability to collaborate across departments and geographies

• Self-motivated, detail-oriented, and effective in fast-paced environments

• Willingness to travel occasionally to collaborate with remote teams and stakeholders

• Strong communication and presentation skills, capable of conveying complex ideas to executive leadership

• Expertise in Agile methodologies (Scrum, Kanban, SAFe) and DevOps practices

• Hands-on experience with Agile tools like Jira, Confluence, GitHub, and platforms such as Atlassian, UiPath, and Office 365

• Deep understanding of software development lifecycles, from concept to deployment

• Broad business knowledge and the ability to assess assignments outside one's core specialization

• Strategic thinker with the ability to navigate complex, ambiguous environments and maintain a wide organizational perspective across multiple projects