Product Owner

Product Owner

Our client is seeking an experienced Product Owner to represent business stakeholders and ensure successful delivery of technology solutions within the Contact Center Technologies domain. This role requires a strong ability to translate business needs into actionable requirements, prioritize work for delivery teams, and guide projects through the product lifecycle. You will work closely with IT, business partners, and cross-functional teams to deliver high-value solutions aligned with strategic objectives. This position offers an opportunity to influence technology supporting voice, workforce management, and quality monitoring systems in a dynamic, customer-focused environment.

Key Responsibilities

• Serve as the primary liaison between business stakeholders and delivery teams, ensuring alignment on priorities and objectives.
• Elicit, analyze, document, and refine business requirements for technology solutions.
• Represent the customer perspective throughout the product realization cycle.
• Prioritize backlog items, including new features, enhancements, and defect fixes.
• Collaborate with sponsors, stakeholders, and IT teams to define and document business processes and requirements.
• Validate outputs against acceptance criteria and approve deliverables.
• Prepare the business for change, including adoption strategies and risk mitigation.
• Support IT release activities, including occasional evening validations (remote).
• Assist with coaching less experienced Product Owners and team members.
• Monitor and report on benefits, adoption, and operational risks.

Required Qualifications

• 4+ years of experience as a Product Owner in a development environment
• Proficient knowledge of multiple software delivery methodologies (Agile, Waterfall)
• Proficient in Microsoft Office and applicable databases

Preferred Qualifications

• Experience in contact center technologies, including:
• Voice systems: IVR, call routing, call recording
• Quality Monitoring: call transcription, QA, coaching
• Workforce Management systems: NICE WFM or similar tools
• Familiarity with SDLC, DevOps, and SRE best practices
• Prior experience in insurance or financial services contact channels
• Exposure to AI-driven solutions in contact center environments
• Ability to manage multiple priorities and communicate effectively with technical and non-technical stakeholders

Tools & Technologies

• Candidates with experience in the following tools and platforms will be highly valued:
• Workforce Management (WFM): NICE WFM or similar
• Voice & Call Routing: IVR systems, call recording platforms
• Quality Monitoring: Call transcription tools, QA/coaching platforms
• Agile & DevOps: Jira, Confluence, CI/CD pipelines
• General Contact Center Technologies: Any platforms supporting member conversation services, contact routing, or performance optimization

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.