6 дней назад
Product Owner (Five9)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Product Owner (Five9) (Five9/contact center): Shaping and enhancing a cloud-based customer engagement platform with an accent on product requirements, backlog prioritization, and cross-functional delivery. Focus on coordinating Five9 platform releases, analyzing contact center metrics, supporting UAT and production validation, and improving dialing strategies, agent experience, and customer outcomes.
Location: Brighton, United Kingdom; office attendance in London or Brighton three days per week
Company
is a global IT services and consulting company delivering digital transformation and technology solutions for enterprise and startup clients across more than 25 countries.
What you will do
- Support the product roadmap for the Five9 Cloud Dialer platform.
- Gather requirements with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams.
- Translate business needs into user stories, acceptance criteria, and prioritized backlog items.
- Coordinate feature delivery, upgrades, production releases, UAT, defect triage, and release readiness.
- Monitor product and operational metrics to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
- Collaborate with Five9 and technology partners on troubleshooting, integrations, automation, documentation, training, and platform stability.
Requirements
- 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
- Experience with Five9 Cloud and outbound dialing technologies, including predictive, preview, and progressive dialing.
- Knowledge of CRM integrations, IVR, call routing, workforce optimization, and contact center KPIs.
- Experience with Agile methodologies, user stories, product backlogs, and sprint ceremonies.
- Experience working with cross-functional Product, Technology, Operations, and Vendor teams.
- Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.
Nice to have
- Experience with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms.
- Experience supporting voice, chat, SMS, or messaging channels.
- Familiarity with customer authentication, identity verification, or fraud prevention solutions.
- Experience with Power BI, Tableau, SQL, or Excel.
- Exposure to regulated industries such as financial services.
Culture & Benefits
- Full-time employment in a global, multicultural technology environment.
- Health insurance, language courses, and a relocation program.
- Remote-work flexibility alongside the stated office attendance requirement.
- Professional development through certifications, mentorship, talent investment, and internal mobility programs.
- Team-building events, inclusive communication, and sustainability initiatives.
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