Product Owner – Contact Center Experience (CCE)

Position Overview

We are seeking an experienced Product Owner to support enterprise initiatives involving Contact Center Experience (CCE) products and technology. This individual will work closely with business stakeholders, engineering, architecture, and UX teams to translate business needs into technical requirements, manage product backlogs, and support the successful delivery of product enhancements.

The ideal candidate brings a combination of product ownership, technical understanding, and business experience, along with strong communication, organization, and stakeholder management skills. This role requires someone who can quickly understand existing products and processes, identify dependencies, manage competing priorities, and independently drive deliverables within established timelines.

Key Responsibilities

Product Strategy and Roadmap Management

• Define and communicate product vision, strategy, and priorities aligned with business objectives and enterprise architecture.

• Develop and maintain product roadmaps for IT applications, enhancements, and technical capabilities.

• Evaluate business needs, technical debt, scalability, and long-term sustainability when prioritizing product initiatives.

• Define and monitor product KPIs and OKRs to measure application performance, reliability, and business impact.

• Identify opportunities for continuous improvement through stakeholder feedback, industry trends, and emerging technologies.

Product Ownership and Agile Delivery

• Quickly develop an understanding of CCE products, enterprise initiatives, business processes, users, technologies, and dependencies.

• Assess project scope, business impacts, gaps, risks, and cross-functional dependencies.

• Translate business and program requirements into user stories, acceptance criteria, and prioritized delivery plans.

• Own and manage the product backlog, ensuring priorities align with business objectives and delivery milestones.

• Lead backlog refinement and support sprint planning, stakeholder reviews, product demonstrations, testing coordination, and release-readiness activities.

• Work with engineering, architecture, and UX teams to ensure technical solutions meet business requirements.

• Coordinate cross-product and cross-team dependencies, identify potential roadblocks, and drive timely resolution.

Stakeholder Collaboration and Communication

• Serve as the primary liaison between business stakeholders, engineering teams, architecture, and enterprise initiative leaders.

• Gather feedback from internal users and stakeholders to identify challenges and opportunities for product improvements.

• Communicate product roadmaps, progress updates, impact assessments, release plans, risks, and key decisions.

• Facilitate discussions, support decision-making, and escalate issues requiring leadership attention.

• Ensure alignment between business priorities, technical requirements, and enterprise standards.

Documentation and Knowledge Transfer

• Maintain accurate product