Technical Product Owner

Job Title: CCAI Technical Product Owner

Department: Engineering

Reports To: Sr. Manager, CCAI Technology Enablement

Summary:

• We are seeking a highly skilled

  Technical Product Owner (TPO)

  to lead the delivery of Contact Center AI (CCAI) and CCaaS (Contact Center as a Service) solutions. This role sits at the intersection of business, technology, and operations driving AI-powered customer engagement capabilities from concept to production.
• The TPO will work closely with product managers, architects, AI/ML teams, developers, operations, and vendors to define requirements, manage backlogs, and ensure delivery of scalable, reliable, and customer-centric AI-powered contact center solutions across multiple platforms.

Key Responsibilities:

• Act as technical product owner for CCAI/CCaaS initiatives, leading definition, prioritization, and delivery of AI-driven customer experience capabilities.
• Own and manage product backlogs, ensuring clear, prioritized, and actionable user stories and technical requirements.
• Translate business needs into technical requirements for conversational AI, virtual agents, agent assist, call routing, and real-time AI-powered customer interactions.
• Collaborate with architects and AI specialists on solution design, NLP/NLU model training, testing, integration, and performance optimization.
• Facilitate collaboration across IT, customer experience, operations, security, compliance, and AI delivery teams.
• Ensure solutions meet business needs, enterprise architecture standards, security, data privacy, and regulatory requirements.
• Support AI model lifecycle management including intent tuning, model retraining, performance monitoring, and continuous improvement.
• Actively participate in Agile ceremonies (backlog grooming, sprint planning, demos, retrospectives).
• Communicate delivery status, risks, dependencies, and mitigation plans to stakeholders.

Key Qualifications:

• 5+ years of product ownership, technical delivery, or solution design experience in enterprise-scale technology projects.
• Strong understanding of Contact Center AI solutions, including conversational AI, virtual agents, agent assist, and call routing.
• Hands-on experience with CCaaS platforms including

  Google CCAI / CCAIP / CCaaS, Genesys Cloud CX, and NICE CXone

  .
• Technical knowledge of AI/ML concepts, NLP/NLU technologies, and customer engagement in AI use cases.
• Familiarity with cloud platforms (Google Cloud, Azure), APIs, microservices, SaaS integrations, and real-time systems.
• Proven ability to work with multiple vendors and manage complex partner relationships.
• Excellent stakeholder engagement, communication, and cross-functional collaboration skills.
• Agile delivery experience; comfortable working with Scrum teams and iterative development models.
• Bachelor's degree in computer science, Engineering, or related technical field.

Preferred Experience:

• Experience in telecom, financial services, or large enterprise customer service environments.
• Understanding of AI governance, model lifecycle management, bias mitigation, and ethical AI principles.
• Integration experience with CRM platforms such as Salesforce or ServiceNow.
• Product ownership certifications (e.g., CSPO, SAFe POPM) are an asset.

Why Join Us:

• Play a key leadership role in delivering cutting-edge AI-powered customer experience solutions.
• Lead real-world, enterprise-scale digital transformation projects that impact millions of customers.
• Join a team that is actively shaping the future of contact center innovation.