Technical Product owner

Job Title: Technical Product Owner with Contact Center AILocation: REMOTE, USAJob Description:Key Responsibilities

• Act as the Product Owner for Contact Center and AI solutions, owning product vision, roadmap, and delivery.
• Collaborate with stakeholders to define and prioritize product backlog, user stories, and acceptance criteria.
• Lead implementation of AI-powered solutions such as:
• Chatbots and Voice Bots
• NLP/NLU-based automation
• Agent assist and real-time analytics
• Work with platforms like:
• Amazon Connect, Genesys, Five9, NICE CXone, or similar CCaaS platforms
• Integrate AI services such as:
• Dialogflow, Amazon Lex, OpenAI, Azure AI, Google AI
• Drive features like:
• IVR automation
• Intelligent call routing
• Speech analytics & sentiment analysis
• Partner with engineering teams for API integrations, microservices, and cloud-based deployments
• Ensure alignment with Agile/Scrum methodologies, participating in sprint planning, grooming, and retrospectives
• Define KPIs and track product performance, including CSAT, AHT, FCR, automation rate
• Work closely with UX teams to enhance customer journey and agent experience
• Ensure compliance with data privacy, security, and regulatory standards