Technical Product Owner, Contact Center

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)