As a Sr. IT Product Owner, Digital Customer Service, the candidate must have very strong communication skills and be able to effectively balance multiple priorities within a fast-paced software development environment. Product Owner will be responsible for driving end-to-end digital engagement flows and technology solutions across customers, field service technicians and centralized agents. Experience with Digital Customer Service & Engagement, Digital Self-Serve, Contact Center Solutions, and Field Service Management is highly desired. Qualified candidates will enjoy working in a fast-paced team environment that is passionate about their work and the results that contribute to the organization.

Qualifications:

• 5 years of Product Owner experience focused on Digital Customer Service technologies in a software development environment
• 3 years as a cross-functional business analyst working within a structured IT SDLC and Agile delivery model

Nice to have:

• Contact Center as a Service (CCaaS) experience is a plus (i.e. - Avaya, Five9, Genysys, NICE-CX, Nextiva)

Objective: Implement omnichannel CCaaS technologies and processes to better serve both external customers and internal agents and technicians across the customer lifecycle including Warranty Service Requests, Customer Service and Retention

• Field Service Management Platforms is a plus (i.e. - Service Bench, Service Titan, Service Fusion, Salesforce Field Service)

Objective: Transform/Improve/Maintain our field service management platform with the goal of creating a better customer and technician experience, reduced cycle time for end-to-end service job execution

• Certified Agile Product Owner or Scrum Master preferred

Experience/Other Requirements

• Strong demonstrated experience with the modern web, mobile and native iOS/Android application development and testing.
• Experience performing business process analysis, concepts, wireframing, user experience design, practices, and procedures of software requirement gathering.
• Strong understanding of best practices for application development including knowledge of web development platforms, databases, and infrastructure
• Excellent verbal and written communication and facilitation skills.
• Ability to work independently and as part of a team; participate in determining objectives of assignment; plan, schedule, and arrange own activities in accomplishing objectives.
• Proficient at preparing the following deliverables: Roadmaps, Scope Documents, User Stories, Use Cases, Functional Specification, Process Flow Diagrams, Gap Analysis.
• Experience in Field Service Management (FSM), Case Management, Insurance / Warranty / Service Industries / Contact Centers is a plus