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RESPONSIBILITIES:Kforce has a client in search of a Product Owner - Call Center in Costa Mesa, CA.
Summary:The Enterprise Product Owner position is responsible for defining the product roadmap and capabilities for development of an enterprise product and services for Call Center Technologies and communicating the strategic and tactical goals and objectives for the product, in accordance with business line drivers.Key Tasks: Product Owner creates and implements all strategic initiatives to ensure achievement of company goals for the assigned product; Leads the process of setting business requirements for overall functionality and navigation and ensures the product backlog is created; Primarily responsible for prioritizing the product backlog to achieve the committed business objectives As a Product Owner, you will develop, implement, and communicate all strategic initiatives to ensure achievement of company goals for the assigned enterprise product; Responsible for developing innovative and creative solutions that meet existing and emerging market needs, increase the value of current products and/or introduce new product/service opportunities; Product Owners utilize trends, developments in the marketplace, and voice of the customer research to shape product and service offerings; Manage the products and programs including research, analysis, proposals, testing and product introduction Research competitive market for business opportunities and ensure integration of product line with the Company's MRM strategy; Develop product initiatives that synergize with other company programs; Product Owners also evaluate financial and competitive impacts of potential product featuresREQUIREMENTS: 10 or more years of business/process experience in Call/Contact Center Technologies Solid understanding and experience standing up Conversational AI, Interactive Voice Recognition (IVR) and Interactive Voice Assistant (IVA) virtual hold (callback technologies), call recording, and speech analytics; Experience with Genesys and Verint is preferred Ability to translate manual processes into automated solutions and integrations Experience prioritizing features among multiple stakeholder groups and distilling them into user stories for development Experience converting high-level priorities into product backlog Experience creating acceptance criteria for user stories. Experience working on an Agile team Experience creating business process flows, data flows, sequence diagrams, activity diagrams Experience facilitating brainstorming/planning sessions Experience with Insurance/Travel/Discount/Automotive/Membership products and operations highly desired Demonstrated experience in project management required Demonstrated experience managing KPIs for enterprise products required Budgeting, forecasting, and/or strategic planning experience required Advanced ability to think strategically and transform strategy into actionable plans required Advanced ability required in defining and leading implementation of new processes Advanced ability to coordinate and control major projects required Superior strategic, analytical, critical thinking and problem-solving skills, especially in assessing consumer/site visitor needs defining a successful online experience that is consistent with the brandKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Vacancy expired!