Agent Experience Product Owner
Capgemini USAAvance Consulting
Agent Experience Product Owner
This role supports the establishment and evolution of the Agent Experience. The position focuses on defining agent facing capabilities, shaping sequencing, and aligning delivery effort with operational value.
• Define and evolve the product vision for Agent Experience within Service Reimagined
• Identify and shape agent facing capabilities such as real time assist, summaries, and guidance
• Determine feature sequencing based on readiness, dependencies, and impact
• Partner with engineering and platform teams to estimate level of effort
• Ensure alignment between automated experiences and agent workflows
• Collaborate with operations to validate usability and adoption
• Own backlog prioritization and sprint planning inputs
• Measure impact on agent productivity, handle time, and quality Key deliverables
• Agent Experience product roadmap
• Feature sequencing and dependency plans
• Agent workflow and interaction designs
• Adoption, productivity, and quality metrics Required qualifications
• Experience delivering agent desktop or contact center solutions
• Strong product ownership and backlog management capabilities
• Familiarity with AI assisted service and support tools
• Ability to balance delivery speed with operational stability
Vacancy posted 5 days ago
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