Product Owner – Customer Technology

About the role

The Product Owner – Customer Technology will lead the strategy, design and delivery of the contact‑center technology ecosystem. Acting as the bridge between Customer Excellence, Technology, Product and Operations, you will ensure that digital channels, automation and platform integrations deliver exceptional experiences for both customers and agents.

Key responsibilities

• Own and maintain the contact‑center technology roadmap aligned with business objectives.
• Define product vision, prioritize the backlog and translate operational needs into functional specifications.
• Lead implementation and enhancement of platforms such as Genesys, Zendesk, HubSpot, WhatsApp and Infobip.
• Coordinate UAT, pilot launches and production releases while managing vendor and partner relationships.
• Design solutions that improve routing, IVR, skills‑based routing, queues and automation to boost First Contact Resolution and Customer Satisfaction.
• Identify and implement AI‑driven chatbots, virtual assistants and workflow automation.
• Monitor platform adoption, develop dashboards and provide executive reporting.
• Collaborate with Engineering, IT, Security, Compliance and Customer Operations to ensure alignment across functions.

Required profile

• Proven experience in product ownership for contact‑center or customer‑experience technology.
• Strong understanding of operational processes in a call‑center environment.
• Ability to manage cross‑functional stakeholders and drive consensus.
• Experience delivering end‑to‑end technology projects from business case to production.

Required skills

• Genesys
• Zendesk
• HubSpot
• WhatsApp
• Infobip
• CRM integration
• Telephony systems
• Knowledge‑base platforms
• Workforce Management tools
• AI and chatbot development
• Automation workflow tools
• Dashboard and analytics reporting

What we offer

• Opportunity to shape a strategic technology portfolio.
• Collaborative environment with cross‑functional teams.
• Exposure to cutting‑edge AI and automation solutions.