Product Owner à Canada

Position Title: Contact Center Technology Product Manager

Location: Toronto, Ontario (hybrid)

We are seeking an experienced Contact Center Technology Product Manager to join our Global Contact Center (GCC) team. This role will serve as a key liaison between business stakeholders, technology teams, and vendors to drive the adoption, innovation, and optimization of contact center solutions. The successful candidate will leverage their expertise in contact center platforms, particularly Genesys Cloud CX, to ensure alignment between business strategy and technology capabilities, enabling exceptional customer and agent experiences.

• Partner with business leaders, internal teams, and vendors to define and execute the technology strategy for the Global Contact Center.
• Drive the adoption and optimization of the current contact center platform (Genesys Cloud CX), ensuring full functionality is utilized.
• Conduct market research and stay current on industry trends to identify opportunities for innovation in contact center technology.
• Design and present technology-driven solutions to both technical and non-technical stakeholders, including executives.
• Support initiatives that improve automation, customer satisfaction, agent performance, and overall operational efficiency.
• Provide guidance on the integration of APIs, AI / GenAI, and automation tools into contact center workflows.
• Ensure alignment of technology solutions with business objectives and operational needs.
• Contribute to strategic planning and roadmap development for the Global Contact Center.
• Collaborate with project managers and agile teams to deliver solutions effectively.

• Proven experience designing, deploying, and managing contact center technology solutions.
• Strong knowledge of contact center operations and customer experience best practices.
• Expertise with Genesys Cloud CX (or comparable CCaaS platforms).
• Familiarity with ServiceNow and related enterprise service management tools.
• Experience with AI / GenAI applications in customer service environments.
• Solid understanding of APIs, integrations, and cloud-based technologies.
• Excellent communication skills, with the ability to engage both technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• Experience with SAFe Agile, project management methodologies, or BPO environments considered an asset.

Spirit Omega is committed to a diverse and inclusive workplace. We welcome applications from anyone, including members of Indigenous peoples, Women, visible minorities, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.

Looking for more opportunities? Check out our website at jobs.spiritomega.com

Req. #: DLTJP00047710

INDSPO