Sr. Contact Center Product Owner

$118,450 - $284,280/Yr

CVS Health - Wellesley, MA

Full-time - Senior

Wellesley, MA

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 tasks, and managing the product backlog.

Responsibilities

• Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
• Lead the technical alignment for launching the product and subsequent future enhancements or other product roadmap implementations.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards 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.
• Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.
• Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
• Liaise with the Contact Center Engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
• Manage the communication of the priorities to stakeholders in a proactive manner.
• Stay up to date on emerging contact center technology.

Requirements

• 7+ years of experience in modern Software Development, Telecom, and Architecture.
• 3+ years of product owner type roles which involves 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 skillset in communications, tracking, reporting, risk management, and negotiation skills.
• 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.
• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
• Customer obsessed. Experience influencing and consulting while solving business processes and / or technical problems to meet our business where they are.
• 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.
• Numerous well-being programs.
• Education assistance and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay.
• Paid holidays throughout the calendar year.