New

Contact Center Product Owner

TEKsystems
$70.00 - $75.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Ohio, Columbus
Mar 14, 2025
TEKsystems is currently hiring for a a Product Manager with Contact Center experience. This role is HYBRID ONSITE in Columbus, Ohio. We will not consider candidates that require relocation: Description The Product Execution Manager Senior leads the more complex contact center product development projects to completion and maintains a strategic plan for product and line of business development. This role will be particularly focused on contact center as it applies to commercial banking Job Description: Customer Training & Support: Conduct hands-on training sessions and provide ongoing technical support for end-users and administrators Strategic IT Roadmap Development: Collaborate with business partners to develop and maintain comprehensive IT roadmaps that align with the contact center's strategic goals and objectives. Stakeholder Engagement: Engage with key stakeholders to gather requirements, understand business needs, and ensure alignment of IT initiatives with business priorities. Project Management: Oversee the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and within budget. Vendor Management: Manage relationships with external vendors and service providers to ensure the delivery of high-quality IT solutions and services. Continuous Improvement: Promote a culture of continuous improvement by identifying and implementing best practices and process enhancements. Deep understanding of enterprise contact center operations, best practices, and omnichannel workflow Proven experience in developing and managing IT roadmaps in a contact center or similar environment. Strong project management skills, with a track record of successfully delivering complex IT projects. Experience with vendor management Strong analytical and problem-solving skills, with the ability to think strategically and drive innovation. Working with Business Analysts to break down work into agile methodology Working with business and IT to ensure all requirements are met. Monitoring product to provide transparency to Business and IT leadership on project status and any issues. Maintain a strategic plan for product development Drive utilization of contact center features and functionality to business partners. Provide insights and consultation on product use and best practices Maintain functional knowledge on all contact center technology products Provide expert level consultation services as it applies to use of contact center products Develop and maintain deep understanding of commercial banking Deliver on net ROI for implemented projects Required experience: Bachelor's Degree Beneficial Experience: Bachelor's degree in IT and/or business, contact center product or related experience Product management or delivery experience in customer self-service, contact center, call center or commercial banking Experience in creating re-designed Consumer or Business and Commercial Banking customer experiences Ability to translate business needs to technology teams Experience with contact center tools and technology Cisco UCCE, Nuance, E-gain, Finesse, Virtual Hold Technology, Verint WFO Suite. User-centered design and usability expertise Self-starter who develops plans and is committed to hitting delivery dates Strong analytical skills and familiarity with the Software Delivery Lifecycle Excellent written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor Ability to develop working relationships with individuals at all levels of an organization Strong organizational skills and attention to detail Ability to enable business users to manage toolsets ROI analysis and prioritization Experience with Agile methodologies. Experience with advanced contact center products including, chatbots, speech recognition, visual IVR, Chat, Text and Asynchronous chat. Skills Banking, contact center Additional Skills & Qualifications Hybrid 3 days a week Experience Level Expert Level Pay and Benefits The pay range for this position is $70.00 - $75.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Columbus,OH. Application Deadline This position is anticipated to close on Mar 18, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.