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Senior Product Owner – Contact Center Platforms
Location: Doral, FL – Onsite Monday to Thursday
Type: Direct Hire
Overview
Our client is seeking a Senior Product Owner – Contact Center Platforms to define, manage, and evolve enterprise contact center products supporting customer engagement across voice, digital, workforce optimization, quality management, analytics, and AI-enabled capabilities.
This role will serve as the primary Product Owner for enterprise Contact Center capabilities and partner closely with Product Management, Architecture, Engineering, Operations, CRM teams, and strategic technology vendors to deliver seamless, integrated customer and agent experiences.
The ideal candidate brings a strong combination of Contact Center technology expertise and true end-to-end Product Ownership, with experience owning product roadmaps, backlogs, lifecycle management, prioritization, and delivery within a complex enterprise environment.
Key Responsibilities
Product Ownership & Strategy
- Own the product roadmap, backlog, and lifecycle for assigned enterprise Contact Center capabilities
- Translate business objectives and customer needs into product strategies, roadmaps, features, and prioritized backlogs
- Define product vision, success metrics, adoption plans, and expected business outcomes
- Prioritize investments by balancing business value, customer experience, operational impact, technical complexity, and platform capabilities
- Drive continuous product improvement through stakeholder feedback, analytics, operational insights, and emerging technology
Contact Center Platforms
- Lead Product Ownership across enterprise Contact Center capabilities, including:
- Contact Center as a Service (CCaaS)
- Workforce Optimization / Workforce Management
- Quality Management
- Conversational AI
- Agent Assist
- Digital Engagement
- Contact Center Analytics
- Emerging customer engagement technologies
- Ensure Contact Center capabilities integrate effectively with CRM, customer data, knowledge management, and other enterprise platforms
- Support the delivery of unified customer and agent experiences across voice and digital channels
Agile Product Delivery
- Lead backlog refinement, prioritization, release planning, and product readiness activities
- Develop user stories, acceptance criteria, and supporting product documentation
- Participate in Agile planning ceremonies, reviews, and product demonstrations
- Validate delivered capabilities against defined business requirements and expected outcomes
- Partner with Product Managers to execute strategic initiatives and long-term product roadmaps
Cross-Functional Leadership
- Collaborate closely with CRM Product Owners to deliver integrated end-to-end business capabilities
- Partner with Architecture and Engineering teams to develop scalable and maintainable solutions
- Work closely with Contact Center Operations, Training, Compliance, Security, and other business stakeholders
- Influence cross-functional teams and drive alignment without direct authority
- Communicate product priorities, trade-offs, risks, and outcomes to technical and business stakeholders
Vendor & Technology Management
- Manage strategic relationships with Contact Center technology vendors and partners
- Participate in vendor roadmap discussions, capability planning, and technology evaluations
- Evaluate emerging technologies and identify opportunities to improve customer and agent experiences
- Help align vendor capabilities and technology investments with the overall product roadmap
Product Governance & Team Development
- Establish and maintain product governance standards, documentation, and lifecycle practices
- Promote Product Management and Agile best practices across the organization
- Mentor Product Owners, Business Analysts, and Product Specialists
- Help establish consistent roadmap planning, backlog management, capability planning, and delivery practices
- Support the organization’s continued transition toward a mature, product-centric operating model
Required Qualifications
- 7+ years of experience supporting Contact Center technologies, Customer Experience platforms, enterprise applications, or Product Management
- 3+ years of direct end-to-end ownership of enterprise technology products, including roadmap, backlog, prioritization, and product lifecycle management
- Hands-on experience with a major enterprise CCaaS / Contact Center platform, such as:
- Genesys
- NICE
- Cisco
- Amazon Connect
- Five9
- Talkdesk
- Comparable enterprise Contact Center platforms
- Experience supporting large-scale customer service or Contact Center organizations
- Strong experience working within Agile product delivery environments
- Experience managing enterprise technology vendors and product roadmaps
- Strong understanding of enterprise system integrations
- Excellent stakeholder management, communication, analytical, and problem-solving skills
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field
Strongly Preferred Qualifications
- Experience with AI-enabled customer engagement technologies, including Conversational AI, Agent Assist, and automation
- Experience with Salesforce Service Cloud or a comparable enterprise CRM platform
- Experience with Workforce Management / Workforce Optimization platforms
- Experience with Quality Management and Contact Center Analytics solutions
- Experience integrating Contact Center platforms with CRM, customer data, knowledge, and other enterprise systems
- Demonstrated experience mentoring Product Owners, Business Analysts, or Product Specialists
Preferred Certifications
- Contact Center platform certifications such as Genesys, NICE, or equivalent
- Salesforce certifications
- Certified Scrum Product Owner (CSPO), Professional Scrum Product Owner (PSPO), or equivalent Agile/Product certification
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.