Kore.ai Product Owner

Capgemini - Philadelphia, PA

Full-time - Senior

Philadelphia, PA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. As a Product Owner for our Kore.ai solutions, you will define the product vision, roadmap, and growth opportunities for contact center solutions, considering market trends, competitive analysis, and customer feedback. You will gather and prioritize product requirements from stakeholders, customers, and internal teams, translating these into clear user stories and acceptance criteria for development teams. Leading Agile development processes, including sprint planning, backlog refinement, and release planning, you will ensure timely delivery of product milestones and features. Collaboration is key in this role; you will work closely with cross-functional teams including engineering, operations, and IT to drive product success. Effective communication of product updates and gathering feedback will be essential. You will define and monitor key performance metrics (KPIs) for the product, conduct regular testing and validation to ensure product quality and reliability, and champion the voice of the customer within the organization. Understanding customer pain points and use cases will be crucial to drive product improvements and innovation, while ensuring product compliance with industry regulations and data security standards. You will work closely with legal and compliance teams as required.

Responsibilities

• Define the product vision, roadmap, and growth opportunities for contact center solutions.
• Gather and prioritize product requirements from stakeholders, customers, and internal teams.
• Translate product requirements into clear user stories and acceptance criteria for development teams.
• Lead Agile development processes, including sprint planning, backlog refinement, and release planning.
• Ensure timely delivery of product milestones and features.
• Collaborate closely with cross-functional teams including engineering, operations, and IT to drive product success.
• Communicate product updates and gather feedback effectively.
• Define and monitor key performance metrics (KPIs) for the product.
• Conduct regular testing and validation to ensure product quality and reliability.
• Champion the voice of the customer within the organization.
• Understand customer pain points and use cases to drive product improvements and innovation.
• Ensure product compliance with industry regulations and data security standards.

Requirements

• At least 5 years of experience as a Product Owner, Product Manager, or similar role in a contact center environment.
• Experience in driving modern AI-based solutions in contact center environments.
• Strong understanding of contact center technologies such as IVR systems, Chatbots, call routing, and telephony solutions.
• Excellent project management skills with experience in Agile methodologies (Scrum, Kanban).
• Exceptional communication and interpersonal skills.
• Ability to collaborate effectively with technical and non-technical stakeholders.

Benefits

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups