AI Contact Center Product Owner

Prophecy Technologies

Role Overview:

This role is for a highly skilled Technical Product Owner (PO) with strong domain expertise in Contact Center / Telephony systems and a solid foundation in modern data and cloud technologies. The ideal candidate will bridge business needs with technical execution, driving product vision and delivery across AI-driven solutions and platform enhancements.

Key Responsibilities:

Own and drive the product roadmap, backlog, and prioritization aligned with business objectives.
Collaborate with cross-functional teams including engineering, data, AI/ML, and business stakeholders.
Translate business requirements into clear user stories and technical requirements.
Act as the primary liaison between business and technology teams.
Participate in Agile ceremonies (sprint planning, grooming, reviews, retrospectives).
Ensure successful delivery of solutions in line with quality, timeline, and performance goals.
Leverage data insights and analytics to guide product decisions.
Support AI/automation initiatives within contact center platforms.

Required Skills:

Strong understanding of Python.
Azure ecosystem (preferred).
Experience with Power BI (data visualization).
PostgreSQL (or similar relational databases).
Kubernetes (K8s) concepts and containerized environments.
Ability to effectively communicate with engineering teams on architecture and technical design.
Hands-on experience in Contact Center / Telephony platforms (e.g., IVR, ACD, call routing, customer experience systems).
Understanding of AI/ML applications in customer service (chatbots, voice analytics, automation).
Proficiency in JIRA (backlog management, sprint tracking).
Confluence (documentation, collaboration).
Strong experience working in Agile/Scrum environments.
Excellent communication and stakeholder management skills.
Strong analytical and problem-solving abilities.
Ability to manage competing priorities in a fast-paced environment.
Detail-oriented with a strong focus on delivery and outcomes.

Preferred Skills:

Experience working with AI-driven or automation platforms.
Familiarity with cloud-native architectures.
Previous experience in a technical Product Owner role.

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Vacancy posted 17 hours ago

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