We are seeking an experienced Product Owner for a Contact Center Cloud Platform (CCaaS and GCP) to lead backlog ownership, prioritization, work definition, and delivery planning for cloud-based contact center capabilities. This role serves as the primary liaison between Contact Center Operations, Product Management, Engineering, Architecture, Security, Infrastructure, and third-party technology partners.You will translate business demand into implementation-ready work, facilitate cross-enterprise prioritization, manage a healthy backlog, and drive successful Program Increment (PI) planning and execution. The ideal candidate combines strong Product Owner execution skills with practical experience supporting Contact Center as a Service (CCaaS) platforms, cloud technologies, AI-driven customer engagement solutions, and large-scale Agile delivery practices.The role focuses on capabilities supporting customer service operations including voice, digital engagement, conversational AI, call recording, workforce optimization, analytics, agent experience, and cloud platform enablement.ResponsibilitiesTime is allocated roughly as follows:Backlog Ownership, Grooming and Prioritization: 35%User Story Development and Work Definition: 20%Cross-Enterprise Prioritization and Stakeholder Management: 20%PI Planning, Dependency Management and Agile Delivery: 15%Contact Center and CCaaS Platform Ownership: 5%Governance, Security and Compliance: 5%Backlog Ownership, Grooming & Prioritization (35%)Own and maintain the Contact Center GCP backlog.Lead backlog refinement and grooming sessions across multiple delivery teams.Ensure a continuous pipeline of implementation-ready 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 criteria, 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 clear, concise, implementation-ready user stories with detailed acceptance criteria.Partner with CCaaS IT product owners, architects, engineers, and business stakeholders to clarify requirements.Ensure work meets Definition of Ready standards prior to planning events.Facilitate requirements workshops and backlog refinement activities.Validate delivered functionality against business goals and customer outcomes.Critical success factor: Demonstrated ability to independently create and refine implementation-ready user stories for complex cloud, contact center, and customer engagement solutions.Cross-Enterprise Prioritization & Stakeholder Management (20%)Serve as the primary liaison between the GCP scrum teams and technology delivery teams.Facilitate demand intake and prioritization discussions across enterprise 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.Drive consensus among diverse stakeholder groups.PI Planning, Dependency Management & Agile Delivery (15%)Lead preparation activities for Program Increment (PI) Planning.Facilitate story readiness reviews and planning workshops.Coordinate dependency identification and resolution across multiple teams.Support quarterly planning, release planning, capacity planning, and roadmap execution.Partner with Scrum Masters, Engineering Managers, Architects, and Release Train Engineers.Drive risk identification and mitigation planning.Ensure alignment between strategic objectives and delivery commitments.Critical success factor: Experience facilitating PI Planning events within SAFe or other scaled Agile 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 cloud platforms.Drive prioritization and delivery of capabilities including voice routing, omnichannel engagement, interactive voice response (IVR), digital messaging, call recording, quality 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, Security & Compliance (5%)Ensure security, regulatory, and compliance requirements are incorporated into delivery plans.Partner with Architecture and Security teams on cloud governance initiatives.Support resiliency, disaster recovery, and operational readiness objectives.Ensure platform capabilities align with enterprise standards and controls.
