Product Owner – Contact Center Platform & Automation

Mindera; Greater London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading tech firm is seeking a hands-on Product Manager to drive the product direction for contact centre platforms. This role involves establishing a product backlog and roadmap, focusing on improving agent workflows and automating processes. Candidates should have experience in operational environments and familiarity with tools like Zendesk and Twilio. The role offers competitive rates, a supportive culture, and opportunities for professional development in a flexible work environment.

Benefits

Competitive Rates

Flexible working arrangements

Opportunities for professional development

Supportive work environment

Chance to work on cutting-edge projects

Qualifications

• Proven experience owning product in a large-scale operational environment.
• Experience working with contact centre platforms or adjacent technologies.
• Strong backlog discipline and prioritisation skills essential.

Responsibilities

• Own and prioritise the contact centre product backlog.
• Define and communicate a product roadmap.
• Work with engineering teams to shape well-defined requirements.
• Understand agent workflows and productivity blockers.
• Identify opportunities for automation and self-service.

Skills

Experience owning product in operational environment

Working with contact centre platforms

Comfort with tools like Zendesk and Twilio

Strong backlog discipline and prioritisation skills

Ability to engage senior stakeholders

Tools

Zendesk

Twilio

CCaaS platforms

Conversational AI systems

Job description

A leading tech firm is seeking a hands-on Product Manager to drive the product direction for contact centre platforms. This role involves establishing a product backlog and roadmap, focusing on improving agent workflows and automating processes. Candidates should have experience in operational environments and familiarity with tools like Zendesk and Twilio. The role offers competitive rates, a supportive culture, and opportunities for professional development in a flexible work environment.