Product Owner

Product Owner – Telephony and Contact Center Services (Contract Position) Number of Positions: 1 Duration: 6 months, possible extension Location: Montréal, QC, CA / Toronto, ON, CA Must be eligible to work in Canada Hybrid position, must work 2d/w onsite at either location Roles and responsibilities: As a Product Owner (PO) in the Telephony and Contact Center Services team, you will be responsible for the contact center product portfolio. You will collaborate with IT and business stakeholders to build and execute our roadmap for the client’s contact centers. You will work alongside a team of highly skilled technical specialist, the Scrum Master and team manager, to align the backlog and deliver value on an ongoing basis. Own the deliverables within the team from end to end Build, edit and maintain the team’s backlog Plan deliverable iteration including coordination of dependencies with collaborators Communicate and set the priorities of the team’s backlog while ensuring team buy-in Cooperate with the scrum master to drive the team towards results and identify team improvements Facilitate the evaluation and acceptance of the sprint deliverables Ensure that backlog items have requirements and acceptance criteria Participate to the team’s rituals such as the daily’s, demos and retrospectives Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals Collect and integrate the needs, requirements and expectations of the stakeholders, clients, and collaborators into the team’s backlog Follow our competitors and the industry Keep abreast of Agile/Scrum best practices and new trends Must have skills and qualifications: 5 – 8 years of exp as PO A deep understanding of contact centers and their supporting technologies, from an end-user perspective (i.e., Omnichannel skill-based routing, reporting, contact recording, speech analytics, WFM) Experience creating roadmaps and tactical plans with various departments Knowledge of industry trends and the evolution of Contact Center products affecting user experience and adoption Experience with Agile methodologies (Scrum, Kanban, SAFe) Knowledge of IT governance (ITIL) Skills and abilities Strategic mindset Outstanding communication and leadership skills Excellent organizational sense and time management Creative and open mindset Sharp analytical and problem-solving skills Pragmatic and structured documentation

Location: Canada, CA

Posted Date: 2/4/2025