Product Owner, Cloud Dialer Platform (Hybrid – London/Brighton)

Miratech; United States; Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work

Professional development

Mentorship

Job summary

Miratech is seeking a Product Manager to shape a cloud-based customer engagement platform used across a global organization. You will translate business needs into backlog items, lead cross-functional delivery, and ensure outcomes that enhance agent performance and customer experiences.

Key requirements include Five9 Cloud experience, CRM/IVR integration knowledge, and strong Agile practices. Hybrid work with on-site collaboration in London/Brighton 3 days weekly, with global opportunities.

Qualifications

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline.
• Experience working with Five9 Cloud.
• Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management.
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
• Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance.
• Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies.
• Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations.
• Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools.

Responsibilities

• Support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
• Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements.
• Translate business requirements into user stories, acceptance criteria, and prioritized backlog items.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Coordinate the delivery of new features, enhancements, upgrades, and production releases.
• Support user acceptance testing (UAT), defect triage, production validation, and release readiness activities.
• Monitor product performance and operational metrics, identifying opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes.
• Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability.
• Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements.
• Develop product documentation, process guides, release communications, and training materials to support adoption.
• Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities.
• Ensure platform capabilities align with regulatory, security, and compliance requirements.
• Going to Office in London or Brighton 3 days a week.

Skills

Product Management

Business Analysis

Project Management

Contact Center Ops

Agile Methods

Tools

Jira

Azure DevOps

Confluence

Job description

Miratech is seeking a Product Manager to shape a cloud-based customer engagement platform used across a global organization. You will translate business needs into backlog items, lead cross-functional delivery, and ensure outcomes that enhance agent performance and customer experiences.

Key requirements include Five9 Cloud experience, CRM/IVR integration knowledge, and strong Agile practices. Hybrid work with on-site collaboration in London/Brighton 3 days weekly, with global opportunities.