Job Title: Product Owner/Contact Center
Location: Austin TX
Duration: 12 Months
Job Description:
• Gather and define requirements / solutions for Contact Center solutions
• Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions.
• Perform in-depth analysis to identify high-level business and functional requirements
• Create and maintain requirements and functional documentation to support the development and QA processes
• Collaborate with stakeholders and customers across the organization to define the product vision, strategy, features, and prioritization
• Document business process flows, activity diagrams and create wire frames, mockups, and prototypes
• Develop functional and detailed technical specifications that support the approved functional, operational, and service level requirements
• Design, develop, deploy, and maintain Business Rules / Configurations etc.
• Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations.
• Knowledge of Contact Center Domain (Routing, IVR, Recording, Surveys etc.) and Contact Center technologies like Genesys Cloud, Qualtrics etc.
• Be the Point of Contact for technical issues, and troubleshooting based on understanding existing configurations and workflow, and working within escalation processes to resolve more advanced issues.
• Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner.
• Lead QA / UAT efforts in writing test cases and perform E2E & UAT testing to validate the expected experience.
• Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions.
• Work with developers / system engineers to manage sprints and perform Release Management tasks.
• Ability to define and monitor KPIs & success criteria to drive continuous improvement
• Analyze trends in product solutions to identify customer problems and new opportunities; partner with core stakeholders to understand key drivers
• Strong communication, collaboration, and stakeholder management skills
Required Qualifications:
• Bachelor’s degree in Management / IT
• 6+ years of prior experience as Business Systems Analyst / Product Owner or similar role
• 6+ years of industry experience in Contact Center Domain and Contact Center technologies
• Strong hands-on experience in Genesys Cloud
• Good understanding of CRM applications and experience on CRM integration
• Knowledge of Contact Center technologies like Genesys Cloud, Genesys, Qualtrics, NICE etc.
• Comfortable with high pressure, high profile, and fast-paced projects
• Exposure to Technical Project management and Prioritization process
• Strong communication, collaboration, and stakeholder management skills
• Strong visualization skills or ability to put together a strong data narrative on solutions/experiences.
• Expertise in JIRA and Agile methodology.
• Expertise in documentation tools like Confluence
• Experience in Excel, SQL and other similar tools for data analysis
• Proven understanding of high-performing organizations with Release cycles.
• Experience implementing or system administrating SaaS platforms.
...years of experience within the job, years of experience within the required industry, education, etc. We are looking for full-time LVN MDS Coordinator. The main duty of this position is to perform assessments of new patients and transmit MDS report forms for...
...the area for almost a decade and we are excited to expand our marketing team. Please take a moment to look at our Google reviews, social media presence, and our history of work. In our marketing department a motivated individual can go from no experience to making very...
**Overview****Job Summary Details:**The Cleaner provides the cleaning and upkeep of an assigned area.**Benefit Information:**ABM offers... ...experience required and on the job training provided- No high school diploma, GED or college degree required**Preferred...
...customized approach to each customer's requirements is what sets us apart from the rest. SUMMARY DESCRIPTION: The Regional Controller plays a critical leadership role within the Finance team and is responsible for the financial management, cost accounting,...
...contracts, Medicare/Medicaid guidelines, and third party insurance payers. 3. Initiates appropriately timed correspondence and telephone contact to clarify and explain account or coverage situation with patients or guarantors, employers, insurance companies, and sponsoring...