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Technical Product Owner, Contact Center

MDVIP LLC Boca Raton, FL

Boca Raton, FL

Today

Full time Ai Workflows Aws Connect Ccaas

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Job Description

Own the operational roadmap for telephony in MDVIP’s contact center, bridging CX operations and technology delivery for NICE CXone integrated with Salesforce CRM.

Responsibilities

Coordinate with the broader product team to drive the operational roadmap for telephony solutions, including standardization and optimization initiatives.
Support governance for call flows, routing logic, IVR design, and change management, ensuring designs are scalable and repeatable across the enterprise.
Maintain documentation discipline across operational standards, configuration guidance, and platform runbooks.
Serve as a liaison between CX operational leadership, workforce management, quality teams, and Technology Product Owners to translate operational and compliance needs into platform capabilities and system requirements.
Partner with cross-functional and international teams to iteratively deliver contact center products, aligning to time and budget constraints.
Provide timely, tailored updates across engineering teams and product managers, translating technical solutions for business audiences.
Contribute to management of requirement backlogs within NICE CXone, sharing ownership with fellow product owners.
Support scope management, feature prioritization, and journey-mapping workshops across CCaaS implementations.
Participate in technical discussions to help define system architecture, telephony integrations, and data flows that inform feature development.
Maintain and evolve existing IVR scripts and call flows.
Evaluate, pilot, and scale AI agent capabilities within NICE CXone, balancing innovation with operational, compliance, and CX guardrails.
Define requirements and success criteria for AI-assisted interactions across voice and digital channels, aligning with governance standards and monitoring performance to iterate based on quality and CX outcomes.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, Telecommunications, or a related field, or equivalent relevant experience.
2+ years of experience in a Telephony/Contact Center Technical Product Owner role (or similar), or 4+ years of experience in related contact center operations, technology, or product roles.
Experience with NICE CXone or comparable enterprise contact center platforms (examples: AWS Connect, Genesys, Verint, Five9).
Experience supporting operational product ownership within contact center or telephony platforms, including evolving capabilities beyond initial implementation.
Experience with product ownership and agile practices, including backlog management, user stories, and stakeholder management.
Strong documentation and technical writing skills, including proficiency in user stories, acceptance criteria, requirements documentation, and flow diagrams.
Familiarity with AI agent or conversational AI capabilities within contact center platforms is a strong plus.

Technologies

NICE CXone
Salesforce
Telephony
IVR
Omnichannel routing platforms
AWS Connect
Genesys
Verint
Five9
CCaaS
AI agents
Conversational AI

Benefits

Competitive Compensation: Attractive base salary with performance-based incentives.
Insurance & Retirement: Health, dental, vision insurance, and retirement plans.
Growth: Access to ongoing training and leadership development programs.

Work Environment

Prolonged periods of sitting and using hands/fingers while working on a computer.
Specific vision abilities required: close vision and ability to adjust focus from near to far.
Must talk and/or hear for significant periods each day.
Ability to lift and/or move up to 30 pounds periodically.
Employee must be able to work autonomously from a home office when not traveling.

Location: Boca Raton, FL (onsite)

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