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Qualifications
- Bachelor’s degree in Business, Information Systems, Operations, or related field (or equivalent experience).
- 3+ years of experience in product ownership, preferably within contact center or customer operations environments.
- Strong understanding of agent desktop workflows, system integrations, and contact center platforms.
- Experience with analytics/reporting environments, including KPIs, dashboarding, and data definitions.
- Proficiency with process mapping, requirements documentation, and visualization tools (e.g., Visio, Lucidchart, Figma).
- Excellent analytical, organizational, and communication skills.
- Proven ability to lead cross-functional teams and manage competing priorities
Preferred Experience
- Familiarity with agent desktop platforms (Salesforce Service Cloud, AWS Connect, Pega, other CRMs).
- Experience with BI/reporting tools (Tableau, Power BI, Looker, etc.).
- Knowledge of Agile methodologies and user-centered design principles.
- Experience in large, multi-unit organizations or shared services environments
