Product Owner Voice & Contact Center

Product Owner Voice & Contact Center

Position Snapshot

• Regional role at Nestl IT Platforms Connectivity & Voice Product Owner Voice & Contact Center Europe
• Permanent contract
• Full-time, at Bangalore IT HUB with flexibility to work remotely
• Bachelors degree in Computer Science, Engineering, Business, or related field; Masters degree preferred.
• Relevant certifications on Voice and Contact Center Technologies, Exposure to multiple, diverse technical configurations, technologies and processing environments
• 7+ years experience in IS/IT (e.g. Product Owner, BA, PM, etc.)
• Fluent in English

As a Regional Product Owner in Voice & Contact Centre he/she will be accountable for owning and prioritizing product/platform backlog items and for overall tactical value delivery in the Product Lifecycle, Responsible for maximizing value of the product/platform and the work of the development team. Works closely with the IT Product/Platform manager to ensure that releases are reflective of product strategy (i.e. Vision and Roadmap) and receiver needs and acts as a key information conduit for the development team. As the owner of the Product/Platform backlog, is accountable for the backlog items prioritization and for the overall tactical value delivery in the Product Lifecycle.

As part of our EUR Connectivity & Voice Regional team, you will:

• Establish product roadmap in line with Product/Platform Manager vision and directions, manage product backlog, define projects & implements agile project methodologies
• Manage Voice/Telephony and Contact Center products in the Region, Nestl & Nespresso Stakeholders, Market IT, External Vendor and Internal Consultants.
• Responsable for the Voice and Contact Center projects and operational support and KPIs.
• Lead the development and maintenance of stakeholder mapping, communications and reporting

Planning and Prioritization:

• Define and prioritize product features and enhancements based on customer needs, market analysis, and business objectives.
• Work closely with stakeholders to gather requirements, conduct user research, and define user stories and acceptance criteria.

• Collaborate with Global engineering, design, and other cross-functional teams to ensure the timely and successful delivery of product releases.
• Facilitate communication and alignment between internal teams, external partners, and customers to drive product innovation and customer satisfaction.

• Drive the development and execution of product initiatives, including feature definition, sprint planning, and release management.
• Monitor project progress, track key performance indicators (KPIs), and identify opportunities for continuous improvement and optimization.

• Engage directly with customers to gather feedback, validate product concepts, and solicit input for future product enhancements.
• Act as a customer advocate within Nestl organization, championing their needs and priorities to ensure receiver-centric product development.

• Proven experience as a Product Owner or similar role, with a focus on Enterprise Voice and Contact Center.
• Good Understanding of Enterprise Voice, Operator Connect Solutions, Telephony Technologies , PBX Technologies (This includes familiarity with telephony systems, IVR, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and CRM (Customer Relationship Management) systems, Data Analysis and Reporting.
• Customer Experience (CX) Understanding: A strong understanding of customer experience principles and best practices is essential. This involves knowing how to design and optimize customer journeys, gather customer feedback, and prioritize features that enhance the overall customer experience.
• In-depth knowledge of network protocols, routing, switching, and IP addressing.
• Good analytical, problem-solving, Incident management skills.
• Effective communication and interpersonal abilities, with the capacity to collaborate with diverse teams and stakeholders.
• Practical experience working in DevOps organizations with applied Agile methodologies (SCRUM)
• Good organization and prioritization skills, with the ability to manage multiple responsibilities at the same time.