Job#: 2066905

Job Description:

Job Title: Product Owner

Job Location: Columbus, OH (Hybrid)

Pay Range: $67/hr-$79/hr

Contract Length: 9 Months

Summary:

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 centers 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:

• Bachelors Degree

Beneficial Experience:

• Bachelors 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.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.