Technical Product Owner

Role Description

We are seeking a highly experienced Technical Product Owner / Principal Consultant to lead the strategic evolution of our contact center ecosystem and customer experience platforms. This role serves as the bridge between business strategy, product ownership, solution architecture, operational excellence, and technical delivery.

The ideal candidate will own platform strategy and architectural decision-making, with a strong focus on the Genesys ecosystem, while taking a holistic view across business processes, customer journeys, operations, technology, and organizational change.

Approximately 50% of this role will focus on contact center transformation and Genesys platform optimization, with the remaining responsibilities centered around business consulting, product ownership, operational improvements, solution design, and technical leadership.

Responsibilities

• Product Ownership & Strategic Leadership
  • Own the product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilities.
  • Partner with executive leadership to align technology investments with organizational objectives.
  • Develop business cases, transformation roadmaps, and strategic recommendations.
  • Create and prioritize use cases that drive measurable business value.
  • Balance business needs, technical feasibility, operational considerations, and customer experience requirements.
  • Serve as the primary liaison between business stakeholders, operations teams, architecture, and engineering organizations.
  • Manage relationships with external vendors, including Genesys and third-party managed service providers.
• Consulting & Business Process Transformation
  • Evaluate current-state business processes, workflows, and customer journeys.
  • Conduct operational and organizational assessments to identify inefficiencies, risks, and improvement opportunities.
  • Lead discovery workshops with business leaders and stakeholders.
  • Translate business challenges into actionable technology and process recommendations.
  • Provide strategic advisory services and thought leadership across customer experience initiatives.
  • Develop future-state operating models that improve service delivery, scalability, and performance.
• Contact Center & Genesys Platform Leadership
  • Act as the primary subject matter expert and strategic owner for the Genesys platform.
  • Assess existing platform capabilities and determine optimization opportunities.
  • Own architectural decisions regarding contact center technologies, integrations, routing strategies, automation, and customer engagement solutions.
  • Drive right-sizing initiatives and modernization efforts across the contact center ecosystem.
  • Proactively identify opportunities to improve performance, reliability, efficiency, and customer experience.
  • Evaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce optimization tools, and emerging technologies.
  • Ensure maximum value is being realized from Genesys investments.
• Architecture & Technical Leadership
  • Own solution architecture decisions across customer experience and contact center capabilities.
  • Design scalable, secure, and supportable solutions aligned with enterprise technology standards.
  • Collaborate with development, infrastructure, security, and operations teams to define future-state architectures.
  • Review technical designs and provide guidance on implementation approaches.
  • Drive standardization, governance, and platform best practices.
  • Evaluate technologies and vendor solutions to support business objectives.
• Operations & Change Management
  • Lead operational transformation initiatives and organizational change efforts.
  • Establish governance models, processes, and operational standards.
  • Partner with business and technical teams to ensure successful adoption of new capabilities.
  • Develop recommendations that improve service levels, operational efficiency, and customer outcomes.
  • Drive continuous improvement through data, analytics, and operational performance metrics.
• Engineering & Technical Contribution
  • Provide hands-on support for complex technical challenges and solution implementations when required.
  • Participate in proof-of-concepts, integrations, automation initiatives, and platform enhancements.
  • Partner closely with engineering teams to ensure successful execution of strategic initiatives.
  • Translate conceptual designs into practical implementation strategies.
  • Serve as a technical escalation point for complex platform and architecture decisions.

Qualifications

• 8+ years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership roles.
• Deep experience with Genesys Cloud, Genesys Engage, or similar enterprise contact center platforms.
• Strong understanding of contact center operations, customer engagement, workforce management, and service delivery models.
• Proven ability to lead executive-level discussions and influence strategic decisions.
• Experience conducting business process assessments and organizational transformation initiatives.
• Strong architecture and systems integration experience.
• Ability to understand and translate complex business requirements into technical and operational solutions.
• Experience leading cross-functional teams through large-scale change initiatives.
• Experience implementing AI-powered customer experience solutions, virtual agents, conversational AI, automation, and analytics platforms.
• Background in enterprise architecture or management consulting.
• Experience with cloud platforms, APIs, integration frameworks, and modern software delivery practices.
• Knowledge of IT service management, operational excellence, and change management methodologies.
• Experience working within large enterprise customer service organizations.

Company Description

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management.

We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model.

Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve.

Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.