Contact Center Product Owner

Corning Inc.; México; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Food coupons

Structured savings fund

Medical & dental coverage

Life insurance

Job summary

Corning IT is seeking an exceptional Contact Center Product Owner to define and prioritize the CCaaS backlog, gather requirements, and collaborate with MSPs and development teams to deliver high-quality features. You will manage releases, reduce technical debt, and shape the technical product roadmap.

Ideal candidates bring 3+ years in CCaaS platforms, strong agile practices, and a proven ability to work with cross-functional teams to align product capabilities with business goals.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or relevant business degree.
• 3+ years of technical experience managing CCaaS platforms like Genesys Cloud, Amazon Connect, or NICE CXone.
• Proven ability to manage multiple projects in a fast-paced environment.
• Strong understanding of application development and deployment processes.
• Experience working with cross-functional teams.

Responsibilities

• Define and prioritize the Contact Center as a Service (CCaaS) product backlog in line with business objectives.
• Conduct backlog grooming and sprint planning with stakeholders.
• Collaborate with MSPs and development teams to deliver CCaaS backlog items.
• Manage release cycles and address technical debt.
• Guide team to deliver end-to-end customer experience.

Skills

CCaaS platforms

Backlog management

Agile/Scrum

Stakeholder collaboration

CCaaS integration (CRM)

Education

Bachelor's degree in IT/CS or related

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Salesforce Service Cloud

ServiceNow CSM

Job description

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The company built on breakthroughs.
Join us.

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

How do we do this? With our people. They break through limitations and expectations– not once in a career, but every day. They help move our company,and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us.

Corning’s businesses are ever-evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, automotive, and solar markets. We are changing the world with:

• Trusted products that accelerate drug discovery, development, and delivery to save lives
• Damage-resistant cover glass to enhance the devices that keep us connected
• Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light
• Precision glass for advanced displays to deliver richer experiences
• Auto glass and ceramics to drive cleaner, safer, and smarter transportation
• Solar polysilicon, wafers, and innovative photovoltaic modules, enabling low-cost solar energy solutions

Scope of Position:

Corning IT is seeking an exceptional professional with strong leadership and strategic vision to join our team as Contact Center Product Owner.The Contact Center Product Owner will be responsible for defining and prioritizing the product backlog, collaborating with stakeholders to gather requirements, and working with Managed Service Providers (MSPs) and development teams to deliver solutions that meet business needs. The Product Owner also manages release cycles, addresses technical debt, and develops the technical product roadmap.

Responsibilities:

Product Backlog and Delivery Management

• Define and prioritize the Contact Center as a Service (CCaaS) product backlog, ensuring alignment with business objectives
• Conduct regular backlog grooming sessions and sprint planning meetings with business stakeholders
• Collaborate with Managed Service Providers (MSPs) and/or development team to deliver the Contact Center as a Service (CCaaS) product backlog, ensuring timely and high-quality delivery of features and enhancements
• Manage release cycles, ensuring smooth deployment of new features and bug fixes.
• Address technical debt, proactively prioritizing and planning for its reduction to maintain platform health and performance

Stakeholder Collaboration and Requirements Gathering

• Collaborate with stakeholders to gather and document requirements, translating them into user stories and acceptance criteria
• Provide guidance to stakeholders on Contact Center as a Service (CCaaS) capabilities, helping them understand how to leverage the platform to achieve their goals
• Establish and maintain relationships with key business stakeholders who make decisions regarding product capabilities and priorities
• Work closely with agile product delivery teams (internal / external) to set priorities to deliver and sustain the end-to-end customer experience

Platform Performance and Continuous Improvement

• Monitor and report on the performance of the Contact Center as a Service (CCaaS) platform, identifying areas for improvement
• Ensure that the organization is prepared to support the product once it is delivered. Collaborate with the Operations Manager, Product Line Manager, and DevSecOps Manager on day-to-day production issues, as needed

Technical Alignment and Leadership

• Coordinate with other stakeholders such as business, data, and IT architects to align product and platform architectures / strategies and capabilities according to agreed goals
• Serve as the technical lead on projects, overseeing the technical aspects of project delivery, guiding the development team, and ensuring adherence to best practices and standards
• Develop and manage the technical product roadmap, in conjunction with architect & Product Line Manager

Required Education/Experience/Skills

Educational Qualifications

• Bachelor's degree in Information Technology, Computer Science, or relevant business degree

Relevant Professional Experience

• 3+ years of technical experience managing CCaaS platforms like Genesys Cloud, Amazon Connect, or NICE CXone
• Proven ability to manage multiple projects and priorities in a fast-paced environment
• Strong understanding of application development and deployment processes
• Working knowledge and proven experience working with a cross-functional team

Technical Skills

• Strong understanding of Contact Center as a Service (CCaaS) platform capabilities
• Hands-on familiarity with core contact-center capabilities such as: IVR/IVA design, webRTC, ACD/routing, omnichannel (voice, chat, email, SMS), WFM, quality management, and reporting/analytics
• Experience integrating CCaaS with CRM platforms (Salesforce Service Cloud, ServiceNow CSM, or similar)
• Effective in translating technical language into business language to bridge the gap between business and technical professionals
• Strong analytical and problem-solving skills

Communication and Personal Attributes

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Ability to communicate clearly and motivate others.
• Strong ability to deliver results
• Must be an independent self-starter and have proven ability to drive results and prioritize work activities.
• Positive energy and a get-it-done attitude.
• Demonstrated willingness to go the extra mile, maintain a positive attitude, possess agility and adaptability to change
• Ability to work through ambiguous situations
• Ability to learn quickly and transfer knowledge to others

Desired Education/Experience/Skills

• Contact Center as a Service (CCaaS) or other appropriate certifications are a plus
• In-depth knowledge of commercial systems and experience managing IT solutions
• Experience with product marketing, customer experience, and commercial strategy
• Familiarity with Agile project management methodologies
• Experience with data analytics and reporting
• Exposure to change management practices, especially in large scale IT or CCaaS transformations
• Experience working with third party suppliers for solutions and/or services
• Ability to identify process improvement opportunities with CCaaS operations
• Understanding of regulatory requirements for CCaaS operations and data handling
• Prior experience as a Product Owner/Manager or similar role, with a focus on Contact Center

Travel Requirement

• Up to 25%

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.

As part of our commitment to your financial well-being and in addition to full Mexico statutory benefits, we offer food coupons that ease daily costs, and a structured savings fund to support your long-term financial goals.

Salaried employees are eligible for comprehensive medical and dental coverage. Additionally, all employees are covered by company-sponsored life insurance, total permanent disability protection, paid time off, and have access to our Employee Assistance Program to support you and your family.

Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at [e-mail] .