Technical Product owner
Glansa Associates
full-remoteproduct-management United States Today via LinkedIn
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Product OwnershipAgileScrumCCaaSAmazon ConnectGenesysNLPNLUOpenAIKPI Tracking
About the role
Role overview
Technical Product Owner for Contact Center AI (Remote, USA). Own the product vision, roadmap, and delivery for AI-powered contact center capabilities.
Responsibilities
- Act as Product Owner for Contact Center and AI solutions
- Define and prioritize the product backlog with stakeholders
- Write and manage user stories and acceptance criteria
- Lead implementation of AI solutions including:
- Chatbots and Voice Bots
- NLP/NLU-based automation
- Agent assist and real-time analytics
- Work with CCaaS platforms such as Amazon Connect, Genesys, Five9, NICE CXone (or similar)
- Integrate AI services such as Dialogflow, Amazon Lex, OpenAI, Azure AI, Google AI
- Drive AI-driven contact center features:
- IVR automation
- Intelligent call routing
- Speech analytics & sentiment analysis
- Partner with engineering on API integrations, microservices, and cloud deployments
- Ensure alignment with Agile/Scrum (sprint planning, grooming, retrospectives)
- Define and track KPIs such as CSAT, AHT, FCR, automation rate
- Collaborate with UX to improve customer journey and agent experience
- Support data privacy, security, and regulatory compliance
Scraped 4/3/2026