Product Owner - Telecom Systems

The Product Owner- Telecom Systems owns the enterprise telecom technology ecosystem as the single point of accountability for voice, messaging, and telephony platforms—ensuring reliability, scalability, security, and alignment to business strategy. Partnering with IT, Operations, Marketing, Finance, Legal/Compliance, and vendors to translate business needs into platform strategy and requirements, drive adoption/standardization, and manage roadmaps. This role with stay at the forefront of AI-enabled telecom/contact-center capabilities, shaping strategy and adoption while operating within the enterprise AI governance framework. Knowledgeable in the core platforms include Dialpad, ServiceTitan Phones (Pro/Basic), Infobip, Lace, and other current or future communications technologies.

Wrench Group is a national leader in home repair, replacement, and maintenance services specializing in heating, ventilation and air conditioning, plumbing, water, and electrical services. Our partner locations have developed strong reputations with brands that date back to the 1940s. At Wrench Group, we are a group of like-minded individuals focused on achieving the highest customer satisfaction possible through our strong network of technicians, sales, customer service, and support staff. Our business model looks to partner with organizations that already have a proven track record and then work to help them accelerate growth and deliver customer thrill at every touchpoint.

What’s In It For Me?

• Market Value Compensation
• Bonus Eligibility based on performance metrics
• PTO Unlimited with Supervisor partnership
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan The company will match 30% up to the first 6% of your contributed amount.
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options FSA, EAP, Legal Services, and Identity Theft
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth through Wrench University
  
  
  

What Will I Do?

Platform Ownership & Operational Excellence

• Own the enterprise telecom and communications platforms (voice, SMS, IVR, routing) and related integrations.
• Ensure availability, performance, reliability, and scalability through configuration, optimization, and operational controls.
• Lead risk management and incident response for complex/systemic issues, coordinating vendors and internal teams.
• Maintain playbooks, standards, and documentation; monitor regulatory/industry changes impacting telecom operations.
  
  
  

Strategy, Roadmap & Vendor Management

• Define and maintain the enterprise telecom strategy, standards, and governance to ensure consistency, compliance, and cost efficiency across brands.
• Own vendor relationships and roadmaps; lead evaluation, prioritization, and resolution of systemic issues.
• Translate business needs into clear requirements and coordinate delivery across vendors and internal teams.
• Lead rollout planning, communications, training, and adoption to drive measurable business outcomes.
  
  
  

AI Enablement (Within Enterprise Governance)

• Set the roadmap for AI-enabled telecom/contact-center capabilities (e.g., conversational IVR, agent assist, analytics, summarization, automated QA) and drive value realization.
• Run a pilot-to-scale approach (use-case selection, success criteria, go/no-go gates, phased rollout, and reviews) to validate outcomes and operational readiness.
• Ensure AI implementations meet telecom-specific guardrails (fallback to DTMF/live agents, consent/retention, disclosures) and enterprise governance requirements.
• Guide AI vendor decisions, KPI frameworks, and knowledge/content strategy that powers AI-assisted experiences.
  
  
  

Do I Have What it Takes?

• Bachelor’s degree in Business, Information Systems, Technology, or related field; or equivalent experience in enterprise telecom/contact center platforms.
• 3-5 years of experience owning or enabling enterprise telecom, UCaaS, CCaaS, or messaging platforms.
• Product ownership/platform strategy experience, including requirements definition and prioritization.
• Strong knowledge of voice and messaging concepts (routing, IVR, SMS) and common integrations.
• Vendor management experience, including roadmap influence and issue escalation/resolution.
• AI literacy to evaluate AI features in telecom/contact center platforms, including limitations and risk tradeoffs.
• Experience defining success criteria for analytics/AI-enabled workflows and leading rollout readiness and post-launch reviews.
• Ability to apply enterprise privacy/security requirements to recordings, transcripts, and messaging data (retention, consent, compliance).
• Strong analytical/problem-solving and communication skills.
• Experience in multi-brand, multi-region, or enterprise-scale environments.
• Familiarity with API-based integrations, telecom middleware, and workflow automation.
• Exposure to SMS/voice and call recording compliance (e.g., TCPA, carrier policies, consent management).
• Deep understanding of AI product functionality in telecom/contact center platforms and ability to translate that into strategy and adoption plans.
• Experience owning or influencing an AI capability portfolio, including roadmap planning and value realization.
• Experience running controlled pilots/experiments and scaling features based on outcomes and operational readiness.
• Experience building business cases for AI investments (ROI, risk, change impact) and partnering to track value.
• Understanding of vendor AI due diligence (data usage terms, auditability, security/compliance requirements, usage-based cost drivers).
• PMP, Agile/Scrum, Product Management, or ITIL certification.