Senior Capability analyst

Optum India; Dadri; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

Optum India seeks a seasoned Product Owner for Contact Center Applications to define and drive the product roadmap, translating business needs into clear requirements and collaborating with cross-functional teams to deliver aligned releases.

The role requires 7+ years in US healthcare or contact centers, CSPO/POPM certification, and strong communication. Willingness to work USA overlap shifts (3:30 pm–1:00 am) from India is essential.

Qualifications

• BE/B.Tech/MCA/M.Tech/MBA degree required.
• CSPO or POPM certification preferred.
• 7+ years in US Healthcare/Contact Center domain.
• 5+ years in product owner/management roles.
• Experience writing user stories and features.
• Knowledge of contact center architecture.
• Familiarity with AI use cases in contact centers.
• Proficient with Rally/Aha/Jira.

Responsibilities

• Manage technology-enabled initiatives in Contact Center apps.
• Develop, maintain and deliver the product roadmap for Contact Center Applications.
• Define vision for Optum's Contact Center platform with stakeholders.
• Document requirements and refine with delivery leads.
• Collaborate with designers, analysts, developers, testers to execute roadmaps.
• Write BRDs and functional specs; liaison between business and tech.
• Prioritize Product Backlog; communicate status via demos and releases.
• Work with Scrum Masters to guide delivery teams.
• Provide direction to development and QA teams.
• Manage multiple projects concurrently with clear instructions.

Skills

Product ownership

US healthcare exposure

Requirement writing

Stakeholder collaboration

Communication skills

Scrum / agile

USA shift availability

Education

BE/BTech

MCA

M.Tech

MBA

Tools

CA Rally

Aha

Jira

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Product or Capability Management experience driving technology enabled initiatives in Contact Center applications
• Develop, maintain, and oversee delivery of the product roadmap for Contact Center Applications
• Define the vision for Optum's Contact Center platform in collaboration with relevant stakeholders and business partners to understand and anticipate their needs
• Translate business need into clearly documented requirements and work with Technical Product Owner/Delivery leads to refine as appropriate
• Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against Product Roadmaps and Release Plans
• Ability to write and manage business requirement documents, mapping documents and functional specifications. Act as the liaison between business, developers, and project management groups
• Continuously and transparently communicate with internal stakeholders the prioritization of the Product Backlog and the status of development efforts via Product Demos and Release Plans
• Work with Scrum Masters to help direct, motivate, and guide the delivery teams
• Provide direction and support to development and quality assurance teams
• Work concurrently on several projects, each with specific instructions that may differ
• Work independently on projects, where tasks are self-determined and not specifically assigned
• Build positive professional relationships with internal and external customers
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications

• BE/ B.Tech /MCA/M. Tech/MBA
• CSPO or POPM certification
• 7+ years of relevant experience in US Healthcare/ Contact Center industry
• 5+ years of product owner / product management experience
• Experience in Creating User Stories, Features
• Understanding of Contact center architecture
• Familiarity with AI and related Use cases in contact center industry
• Working knowledge of CA Rally /Aha/Jira, etc
• Proven solid Communication skill
• Flexibility with working on USA overlap shift timings (3:30 pm to 1:00 AM)

Preferred Qualifications

• Experience of any contact center platform like Amazon Connect/Genesys
• Experience of working in a contact center

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.