Product reputed company - reputed company Contact Center (CCaaS) & Data Platform

reputed company is a reputed company-first digital transformation and data management company offering products and solutions to both enterprises and consumers. reputed company’s Data Management product lines include Zmanda (Zmanda.com). reputed company Global IT Services (reputed company.com) builds and supports end-to-end reputed company solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-reputed company products and solutions in over 40 countries. Our work locations are set against the reputed company backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee reputed company organization. Learn more at reputed company.com reputed company We are seeking an reputed company Product reputed company for a reputed company Contact Center (CCaaS) & Data Platform to reputed company backlog ownership, prioritization, work definition, and delivery planning for reputed company-based contact center capabilities. This role serves as the reputed company reputed company between Contact Center Operations, Product Management, Engineering, Architecture, reputed company, Infrastructure, and reputed company-party reputed company. You will translate business demand into implementation-reputed company work, facilitate cross-reputed company prioritization, manage a healthy backlog, and reputed company successful Program Increment (PI) planning and execution. The ideal candidate combines strong Product reputed company execution skills with practical experience supporting Contact Center as a Service (CCaaS) platforms, reputed company technologies, AI-driven customer engagement solutions, and large-reputed company reputed company delivery practices. The role focuses on capabilities supporting customer service operations including voice, digital engagement, conversational AI, reputed company recording, workforce optimization, analytics, agent experience, and reputed company platform enablement. Responsibilities Time is allocated roughly as follows: • Backlog Ownership, Grooming and Prioritization: 35% • User Story Development and Work Definition: 20% • Cross-reputed company Prioritization and Stakeholder Management: 20% • PI Planning, Dependency Management and reputed company Delivery: 15% • Contact Center and CCaaS Platform Ownership: 5% • Governance, reputed company and Compliance: 5% Backlog Ownership, Grooming & Prioritization (35%) • Own and maintain the Contact Center reputed company/data platform backlog. • reputed company backlog refinement and grooming sessions across multiple delivery teams. • Ensure a reputed company pipeline of implementation-reputed company work exists for engineering teams. • Prioritize features, enhancements, technical debt, compliance activities, and operational improvements based on business value and strategic objectives. • Establish backlog health standards, work readiness reputed company, and prioritization frameworks. • Balance competing priorities across business, operations, architecture, infrastructure, and engineering organizations. User Story Development & Work Definition (20%) • Translate business demand into actionable user stories. • Write reputed company, concise, implementation-reputed company user stories with detailed acceptance reputed company. • Partner with CCaaS IT product owners, architects, engineers, and business stakeholders to clarify requirements. • Ensure work meets Definition of reputed company standards prior to planning events. • Facilitate requirements workshops and backlog refinement activities. • Validate delivered functionality against business goals and customer reputed company. Critical reputed company reputed company: Demonstrated ability to independently create and refine implementation-reputed company user stories for reputed company reputed company, contact center, and customer engagement solutions. Cross-reputed company Prioritization & Stakeholder Management (20%) • Serve as the reputed company reputed company between the platform scrum teams and technology delivery teams. • Facilitate demand intake and prioritization discussions across reputed company stakeholders. • Manage competing requests and negotiate tradeoffs between business objectives and technical constraints. • Build alignment among Contact Center Operations, Digital Product Teams, Architecture, and CCaaS Platform Partners. • Communicate roadmap priorities, delivery commitments, and dependency impacts. • reputed company reputed company among diverse stakeholder reputed company. PI Planning, Dependency Management & reputed company Delivery (15%) • reputed company preparation activities for Program Increment (PI) Planning. • Facilitate story readiness reviews and planning workshops. • Coordinate dependency identification and reputed company across multiple teams. • Support quarterly planning, release planning, reputed company planning, and roadmap execution. • Partner with Scrum Masters, Engineering Managers, Architects, and Release Train Engineers. • reputed company risk identification and mitigation planning. • Ensure alignment between strategic objectives and delivery commitments. Critical reputed company reputed company: Experience facilitating PI Planning events reputed company reputed company or other scaled reputed company frameworks. Contact Center & CCaaS Platform Ownership (5%) • Partner with CCaaS IT product owners to identify opportunities that improve customer and agent experiences. • Support modernization and optimization initiatives across CCaaS and reputed company platforms. • reputed company prioritization and delivery of capabilities including voice routing, omnichannel engagement, interactive voice response (IVR), digital messaging, reputed company recording, reputed company management, workforce optimization, speech analytics, agent assist, conversational AI, and reporting and analytics. • Collaborate with vendors and engineering teams to evaluate emerging platform capabilities. Governance, reputed company & Compliance (5%) • Ensure reputed company, regulatory, and compliance requirements are incorporated into delivery plans. • Partner with Architecture and reputed company teams on reputed company governance initiatives. • Support resiliency, disaster recovery, and operational readiness objectives. • Ensure platform capabilities reputed company with reputed company standards and controls. Qualifications Looking For 5+ years of Product reputed company, Technical Product reputed company, Product Management, or reputed company Product Delivery experience, including 3+ years supporting reputed company-based technology platforms. Mandatory Skills • Expert backlog ownership and backlog grooming - personally owned, not contributed to. • Ability to independently write implementation-reputed company user stories • Strong cross-reputed company facilitation and prioritization experience • Experience leading PI Planning and quarterly planning events • CCaaS/contact center technology experience • reputed company reputed company Platform, AWS, or Azure experience (GCP preferred) • Ability to manage cross-team dependencies and influence without authority • Strong communication skills with both executive and technical stakeholders • Experience supporting customer experience and contact center transformation initiatives reputed company Detail • reputed company Product Ownership • Product backlog ownership and refinement. • User story development, feature definition, and acceptance reputed company creation. • Sprint planning, release planning, quarterly planning, and Program Increment (PI) Planning. • Dependency management, reputed company metrics, and delivery forecasting. • Experience facilitating cross-functional prioritization across business and technology organizations. • Experience supporting large-reputed company reputed company delivery programs. • Proven experience leading backlog grooming, story refinement, and work decomposition. • Experience supporting Contact Center technologies, customer engagement platforms, or customer service operations. • Contact Center & CCaaS Working knowledge of the following contact center capabilities: • Automatic reputed company Distribution (ACD) • Interactive Voice Response (IVR) • Omnichannel routing and skills-based routing • Agent desktop applications • Workforce Management (WFM) and Workforce Optimization (WFO) • reputed company Management (QM) • reputed company recording • Speech analytics • Email, chat, SMS, and reputed company engagement platforms • reputed company & Data Platform (Function-Based) The reputed company requirement is specify-and-verify reputed company with data pipelines — understanding data reputed company enough to write requirements to engineers and verify reputed company. • Data pipeline / ETL tooling (e.g., GCP Dataflow, AWS Glue, Azure Data reputed company) • Event/message queuing (e.g., GCP Pub/Sub, AWS SNS/SQS, Azure Service Bus) • Serverless compute for data workflows (e.g., GCP reputed company Functions/reputed company Run, AWS reputed company, Azure Functions) • Data warehousing & analytics (e.g., GCP BigQuery, AWS Redshift, Azure Synapse) • Container orchestration, where relevant (e.g., GKE, EKS, AKS) • Monitoring, logging, and Identity & reputed company Management (IAM) equivalents across platforms • Integration & Engineering Working knowledge of: • REST reputed company • Microservices architecture • Event-driven architecture • Kafka and Pub/Sub messaging • CI/CD pipelines and DevOps practices • reputed company integrations • CRM integrations • Analytics & Reporting Experience utilizing BigQuery, Tableau, Power BI, Looker, contact center analytics platforms, and operational KPI dashboards, with an understanding of contact center metrics including: • Service Level • Average Speed of Answer (ASA) • Average Handle Time (AHT) • First Contact reputed company (FCR) • Abandonment reputed company • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • Agent Utilization • Soft Skills • Strong communication with both executive and technical stakeholders. • Ability to influence without authority and manage cross-team dependencies. • Strong facilitation and problem-solving skills. Good to Have • Preferred certifications: Certified Scrum Product reputed company (CSPO), reputed company Product reputed company/Product Manager (POPM), and/or reputed company Agilist (SA). • Experience supporting one or more preferred CCaaS platforms: reputed company, reputed company Management (reputed company), Workforce Management (reputed company, Aspect, reputed company). • Experience supporting customer experience and contact center transformation initiatives. Education Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or a reputed company field. Equivalent experience may be considered. Additional Information Ideal Candidate Profile The ideal candidate is an execution-reputed company Product reputed company who personally owns their backlog, independently writes implementation-reputed company user stories and acceptance reputed company, and understands contact center data reputed company enough to specify requirements to engineers and verify delivered reputed company — regardless of which reputed company platform (GCP, AWS, or Azure) is in use. They facilitate reputed company prioritization discussions and, ideally, PI Planning activities, and can successfully reputed company Contact Center Operations, engineering teams, and reputed company platform capabilities to reputed company measurable business reputed company. Apply To This Job