Sr. Contact Center Product Owner

$118,450 - $284,280/Yr

CVS Health - Buffalo Grove, IL

Full-time - Senior

Buffalo Grove, IL

Health and Personal Care Retailers

About the position

The Senior Contact Center Product Owner at CVS Health is responsible for leading the governance, communication, design, build, and maintenance of Contact Center as a Service (CCaaS) initiatives. This role ensures that the business maximizes the value of its products by collaborating with IT and business counterparts to inform and partner on enterprise strategy, manage application sustainment, and oversee enhancements and new developments. The position is critical for supporting the overall Contact Center strategy and involves indirect management of technical staff, prioritizing product backlog assignments, and ensuring alignment with security and best practices.

Responsibilities

• Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
• Develop, implement, and maintain a governance strategy for decision-making, escalation, and issue management in collaboration with Contact Center Engineering and business counterparts.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Accountable for keeping current on product releases and enhancements, ensuring technical aspects align with security and best practices.
• Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.
• Manage communication of priorities to stakeholders in a proactive manner.
• Liaise with the Contact Center Engineering team to coordinate production migrations and governance on shared architecture.

Requirements

• 7+ years of experience in modern Software Development, Telecom, and Architecture.
• 3+ years of product owner experience involving governance, management, and driving alignment on technology initiatives.
• 3+ years of experience working in an Agile team, writing user stories, and managing backlogs.
• 2+ years of experience leading, engaging, and developing product owners and developers.
• 2+ years of managing Contact Center technology deployments.

Nice-to-haves

• Experience managing best practices for all aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels.
• Experience enhancing user experience for contact center agents.
• Program/Project Management or Scrum Master experience with strong skills in communications, tracking, reporting, risk management, and negotiation.
• UX experience.
• Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM).
• Knowledge of Quality Management Solutions.
• Knowledge of CCaaS solutions.
• Contact Center operations experience.
• Salesforce CRM experience.
• Prior hands-on software development experience in modern technologies.
• Master's degree.

Benefits

• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs.
• Education assistance and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays.