Job Description:

Digital Product Owner (DPO) – AI & Contact Center Automation

Location: Remote (Associated with Colorado Springs Campus) Type: Contract Schedule: 40 Hours/Week

Role Overview

This role functions as a Digital Product Owner (DPO) within the Omni Enablement business unit. You will serve as the primary liaison between business stakeholders and IT delivery teams, acting as the "Voice of the Contact Center". The primary focus of this position is the strategic development and deployment of AI-enabled capabilities to modernize contact center operations.

Key Responsibilities

Backlog Management: Own and prioritize the product backlog, including new features, technical defects, and automation requirements.

AI & Automation Leadership: Identify and prioritize automation opportunities specifically tailored for contact center environments.

Strategic Liaison: Represent business stakeholders to elicit, analyze, and document complex business needs for technical execution.

Decision Making: Serve as the day-to-day decision maker for the execution team, providing continual guidance to ensure alignment with executive strategies.

Product Validation: Review and accept/decline development output based on predefined acceptance criteria and customer perspective.

Risk Mitigation: Partner with IT and business teams to identify and mitigate operational risks while ensuring compliance with Enterprise controls.

Required Skills & Expertise

Backlog Management: Expert-level proficiency in managing Agile backlogs and product roadmaps.

Contact Center Operations: Deep understanding of contact center environments, metrics, and workflows.

AI & Automation: Critical experience in deploying AI technologies and automation solutions.

Agile Framework: Strong experience working in iterative Agile development environments.

Data-Driven Decision Making: Ability to perform cost-benefit analysis and utilize validating metrics to drive investment and business value.

Technology Toolset

Jira: Primary tool for backlog management, task prioritization, and development tracking.

Figma: Used for collaborating with designers and user experience (UX) partners to visualize product solutions.

Candidate Success Criteria

The ideal candidate is a strategic thinker who can navigate both Agile and Waterfall methodologies. High priority will be given to candidates who demonstrate Technical Problem Solving skills and a proven track record of managing AI-enabled product releases.