Role Purpose
The Product Owner – Customer Technology is responsible for defining, implementing, and continuously optimizing the contact center technology ecosystem to deliver exceptional customer and agent experiences. The role acts as the bridge between Customer Excellence, Technology, Product, and Operations, ensuring that customer platforms, digital channels, and automation capabilities support business objectives while enabling operational excellence.
This role combines strong product ownership, customer operations expertise, and technology implementation capabilities to deliver scalable, customer-centric solutions.
Key Responsibilitie
s
Product Ownershi
- p Own the Contact Center technology roadmap aligned with the Customer Excellence strateg
- y.Define product vision, priorities, and business requirements for customer service technologie
- s.Maintain and prioritize the product backlog based on business value and customer impac
- t.Evaluate emerging technologies to continuously enhance customer and agent experience
- s.Ensure solutions are scalable, secure, and aligned with future business growt
h.Technology Implementati
- onLead the implementation and enhancement of Contact Center platforms (Genesys, Zendesk, hubspot, whatsapp, infobip, etc.
- ).Manage end-to-end delivery of technology initiatives from business case through deploymen
- t.Translate operational requirements into functional and technical specification
- s.Coordinate User Acceptance Testing (UAT), pilot launches, and production release
- s.Manage vendor relationships and implementation partner
- s.Support system integrations across CRM, Telephony, Knowledge Base, Workforce Management, QA, AI, and Digital Channel
s.Contact Center Operatio
- nsUnderstand operational processes and identify opportunities to improve customer journey
- s.Design technology solutions that improve productivity, quality, and customer experienc
- e.Optimize routing strategies, IVRs, skills-based routing, queues, and automatio
- n.Improve First Contact Resolution, Average Handling Time, Service Levels, and Customer Satisfactio
- n.Ensure operational readiness for all new technology deployment
s.AI & Automati
- onIdentify opportunities to automate customer interaction
- s.Implement chatbots, virtual assistants, workflow automation, and AI-powered agent assistanc
- e.Improve self-service capabilities while maintaining a seamless customer experienc
e.Analytics & Performan
- ceMonitor platform adoption and operational performanc
- e.Develop dashboards and executive reportin
- g.Drive data-driven decision makin
g.Stakeholder Manageme
- ntAct as the primary business owner for Contact Center technolog
- y.Collaborate with Engineering, Product, IT Infrastructure, Security, Compliance, and Customer Operation
- s.Drive alignment across multiple business function
s.
Key Deliverab
- lesContact Center Technology Road
- mapBusiness Cases & Investment Propos
- alsCustomer Product Backlog & Release Pl
- ansCustomer Journey Improveme
- ntsOmnichannel Experie
- nceAI & Automation Initiati
- vesContact Center Reporting & Analyt
- icsTechnology Governa
- nceVendor Managem
- entOperational Readiness Pl
ans
Required Experi
- ence7–10+ years in Contact Center Technology, Customer Experience, or Product Managem
- ent.Proven experience implementing Contact Center platfo
- rms.Strong understanding of customer service operati
- ons.Experience leading technology transformation proje
- cts.Experience working in Agile environme
- nts.Experience with digital channels including Voice, Chat, Email, WhatsApp, Social Media, and Messag
ing.
