Technical Product Owner

What you’ll gain

Arctiq is hiring a Technical Product Owner / Principal Consultant to help evolve a contact center ecosystem and customer experience platform strategy with strong ownership of the Genesys ecosystem. This is a contract-to-hire opportunity with a remote setup, operating on EST hours, where you will connect business outcomes, product ownership, solution architecture, and technical delivery.

Responsibilities

• Own 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 realities, and customer experience requirements
• Act as the primary liaison across business stakeholders, operations, architecture, and engineering
• Manage external vendor relationships, including Genesys and third-party managed service providers, covering platform alignment, service delivery, contractual obligations, and licensing/subscription management
• Evaluate current-state business processes, workflows, and customer journeys
• Lead operational and organizational assessments to identify inefficiencies, risks, and improvement opportunities
• Run discovery workshops with business leaders and stakeholders
• Translate business challenges into actionable technology and process recommendations
• Provide strategic advisory and thought leadership across customer experience initiatives
• Design future-state operating models to improve service delivery, scalability, and performance
• Own architectural decisions across contact center technologies, integrations, routing strategies, automation, and customer engagement solutions
• Drive right-sizing initiatives and modernization efforts across the contact center ecosystem
• 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 realization from Genesys investments
• Design solutions that are scalable, secure, and supportable and aligned with enterprise technology standards
• Collaborate with development, infrastructure, security, and operations to define future-state architectures
• Review technical designs and guide implementation approaches; drive standardization, governance, and platform best practices
• Evaluate technologies and vendor solutions to support business objectives
• Lead operational transformation initiatives and organizational change efforts, including governance models, processes, and operational standards
• Partner with business and technical teams to support adoption of new capabilities
• Drive continuous improvement using data, analytics, and operational performance metrics
• Provide hands-on support for complex technical challenges and solution implementations when required
• Participate in proof-of-concepts, integrations, automation initiatives, and platform enhancements
• Serve as a technical escalation point for complex platform and architecture decisions

Requirements

• 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 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

Tech you’ll work with

• Genesys Cloud
• Genesys Engage
• AI-powered customer experience solutions
• Virtual agents
• Conversational AI
• Automation
• Analytics platforms
• Cloud platforms
• APIs
• Integration frameworks
• IT service management