Product Owner, Contact Centre Technology

Rogers Communications; Brampton; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Product Owner to join their dynamic Technology team. This role is pivotal in enhancing customer engagement and experience through innovative technology solutions. You will work closely with stakeholders to define the product roadmap, lead Agile teams, and drive efficiencies in product delivery. If you are passionate about technology and eager to make a significant impact on customer interactions, this opportunity is perfect for you. Join a forward-thinking organization that values diversity and invests in your growth while you help shape the future of connectivity in Canada.

Benefits

Competitive salary & annual bonus

Health and dental benefits

Pension plan and Stock matching programs

Discounts on services and products

Paid time off for volunteering

Career development programs

Wellness Programs

Employee assistance program

Commitment to environmental protection

Diversity and inclusion initiatives

Qualifications

• 5+ years in technology implementation focused on customer experience.
• Experience with Contact Centre technologies and Agile tools.

Responsibilities

• Define product roadmap and communicate vision with stakeholders.
• Prioritize product backlog and ensure alignment with business needs.

Skills

Problem Solving

Business Acumen

Technology Skills

Agile Methodology

Communication Skills

Negotiation Skills

Analytical Skills

Customer Experience Focus

Education

Bachelor's Degree

Tools

Jira

Confluence

Genesys Cloud

MS Dynamics

AWS

Google Dialogue Flow

Job description

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Do you want to put your problem solving, business and technology skills to the test? Do you want to be a part of a team that will be able to make a difference in how our frontline agents engage with our customers and be part of building new experiences using leading edge technologies?

We are looking for individuals who are curious, love technology, self-motivated, and want to be part of the team that will push the customer experience to the next level.

The Product Owner is a leading member of the Agile Team who is empowered to make product decisions and is focused on maximizing the value of the product to the Customer. They own the product backlog and create & communicate the product roadmap. They are accountable for KPIs and E2E product experience. You will be a key player in driving the addition of key functionalities that will enhance our Orchestration platform.

What you will be doing

• Working with the Sr. Product Manager to define the product roadmap and communicating the product vision
• Developing and maintaining relationships with stakeholders to ensure the product aligns with the needs of the business and our frontline agents
• Working with architecture, operational support, DevOps, and other teams to design solutions to solve complex problems in contact orchestration
• Provides leadership and guidance to Product Specialists and Delivery team to drive efficiency and processes that result in constantly accelerated product delivery
• Prioritizing the product backlog and collaborating with stakeholders and technology leaders to define work in the product backlog
• Leading epic and user story creation and ensuring that stories include clear acceptance criteria and business value
• Working with the Scrum Master, Sr. Product Manager, Product Specialists, Delivery leads, Technical Delivery managers, and Tech Directors to plan priorities, design/streamline processes, identify friction points, and motivate teams to complete backlog work
• Accepting work completed by the team and ensuring that it meets the Definition of Done
• Understanding the team budget and working with project managers and scrum master to ensure the appropriate balance of work is being completed and commitment dates are met
• Actively monitoring, troubleshooting, and looking for opportunities to enhance product performance / experience
• Managing product dashboards to measure success against KPIs and using data to make decisions

What you bring:

• 5+ years business experience in the implementation of technology capabilities with an emphasis on both frontline agent and customer experience
• 5+ years experience in working with Contact Centre technologies
• 3+ year experience working with Genesys Cloud
• Experience and knowledge of MS Dynamics, AWS products (Connect, LEX, etc.), Google Dialogue Flow, and other comparable technologies is an asset
• Experience working with and driving results from contractors is an asset
• Can make time-boxed decisions on scope and priority to keep the Agile Team moving
• Is quick to acquire product expertise / technical acumen to understand current & desired product experience as well as underlying tech & dependencies
• Can retain information about the design of numerous complex solutions that all interoperate together and clearly articulate that knowledge to others
• Able to understand and articulate business value and how work produced by Delivery Team realizes business value
• Has experience looking at customer/market trends and can think about “what’s next” and strives to innovate and be best-in-class
• Can analyze and interpret data to provide insight-driven direction
• Can analyze issues, identify root causes and recommend solutions
• Is proactive and works well collaboratively
• Is self-sufficient and can operate with autonomy
• Strong negotiating skills to drive a collaborative working environment that drives consensus in the best way to achieve the best results
• Takes feedback well and pivots and adjust to a rapidly changing environment
• Is able to deliver results in a rapid-paced, adrenaline-driven environment
• Is entrepreneurial and adaptable, but can also deal with process and controls
• Has excellent communication (written and oral) and presentation skills
• Experience working with Agile tools like Jira/Confluence would be an asset

What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days in office work best for you!

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: None
Posting Category/Function: Technology & Information Technology
Requisition ID: 322920

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. You matter to us! For any questions, please visit the Recruitment Process FAQ .

Posting Notes: Corporate