Technical Product Owner, Contact Center

Job Description

Job Description

Description:

MDVIP: Transforming Primary Care, One Patient at a Time

MDVIP is a national leader in personalized healthcare, empowering over 400,000 members to achieve their health and wellness goals through a network of more than 1,200+ primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction.

Role Summary

MDVIP’s contact center technology powers every member and physician interaction that flows through telephony, IVR, and omnichannel routing platforms. Our contact center runs on NICE CXone, integrated with Salesforce as our CRM, and we are actively enabling AI agents within the contact center to support and augment both member and physician interactions.

We’re looking for a Telephony Call Center Technical Product Owner who will help drive the operational roadmap for our contact center telephony solutions, translate complex operational and compliance requirements into platform capabilities, and serve as a bridge between CX operations and our technology delivery teams. You’ll join a broader product team supporting these platforms, sharing ownership of delivery and outcomes.

What You’ll Do

Shape Telephony Strategy & Governance

• Partner with the broader product team to manage the operational roadmap for telephony solutions, including standardization and optimization initiatives.
• Help maintain governance standards for call flows, routing logic, IVR design, and change management, keeping designs scalable and repeatable across the enterprise.
• Maintain documentation discipline, including operational standards, configuration guidance, and platform runbooks.

Bridge CX Operations, Technology & Client Engagement

• Act as a liaison between CX operational leadership, workforce management, quality teams, and Technology Product Owners, helping translate operational and compliance requirements into platform capabilities and system requirements.
• Support client relationships and collaborate with cross-functional, international teams to iteratively deliver contact center products within time and budget constraints.
• Deliver timely, tailored updates across engineering teams and product managers, translating technical solutions for business audiences.

Contribute to Product Delivery

• Contribute to managing requirement backlogs within NICE CXone, sharing responsibility with fellow product owners.
• Support scope management, feature prioritization, and journey-mapping workshops across CCaaS implementations.
• Participate in technical discussions with engineers to help define system architecture, telephony integrations, and data flows that guide feature development.
• Maintain and evolve existing IVR scripts and call flows, and partner with the broader product team to evaluate, pilot, and scale AI agent capabilities within NICE CXone, balancing innovation with operational, compliance, and CX guardrails.
• Help define requirements and success criteria for AI-assisted interactions across voice and digital channels, ensuring designs align with governance standards and monitoring performance to iterate based on quality and CX outcomes.

Who You Are

• A trusted advisor and collaborator. You translate operational and compliance complexity into clear platform requirements that engineers can build against.
• Familiar with contact center operations: you understand call flows, IVR design, routing logic, SLAs, KPIs, and how telephony design shapes agent and customer experience.
• A confident communicator who can contribute to workshops and structured discussions that align stakeholders across operations, technology, and leadership.
• Comfortable operating in an agile, matrix-based environment with competing priorities.
• Adept at leveraging AI-powered tools for personal and professional use, and enthusiastic about helping introduce AI adoption within the team.

Requirements:

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, Telecommunications, or a related field, or equivalent relevant experience.
• 2+ years of experience in a Telephony/Contact Center Technical Product Owner (or similar) role, or 4+ years of experience in related contact center operations, technology, or product roles.
• Experience with NICE CXone or comparable enterprise contact center platforms (e.g., AWS Connect, Genesys, Verint, Five9).
• Experience supporting operational product ownership within contact center or telephony platforms, including helping evolve capabilities beyond initial implementation.
• Experience with product ownership and agile practices, including backlog management, user stories, and stakeholder management.
• Strong documentation and technical writing skills, with proficiency in user stories, acceptance criteria, requirements documentation, and flow diagrams.
• Familiarity with AI agent or conversational AI capabilities within contact center platforms is a strong plus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting and using hands/fingers for working on a computer.
• Specific vision abilities include close vision and the ability to adjust focus from near to far.
• Must talk and/or hear for significant periods of each day.
• Must be able to lift and/or move up to 30 pounds periodically.
• Employee must be able to work autonomously from a home office when not traveling.

Why Join MDVIP?

• Be part of a mission-driven organization leading innovation in personalized healthcare.
• Drive transformation and growth in a dynamic, fast-paced environment.
• Competitive Compensation: Attractive base salary complemented by performance-based incentives.
• Comprehensive Benefits: Health, dental, vision insurance, and retirement plans.
• Professional Development: Access to ongoing training and leadership development programs.
• Positive Work Environment: Consistently recognized as a Great Place to Work®, fostering a culture of collaboration and excellence.

MDVIP is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. We believe that diversity and inclusion drive innovation and strengthen our company culture.

If you require accommodation during the application or interview process, please let us know, and we will be happy to assist.

Pay Transparency: Our compensation reflects the cost of labor across appropriate US geographic markets. Pay is based on several factors including but not limited to market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants are offered annual incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law.