Senior Program Manager for Voice and Contact Center Operations

4 days ago

Bengaluru, Karnataka, India beBeeProductivity Full time € 9,00,000 - € 12,00,000
Job Title: Regional Product Owner for Voice and Contact Center">

  • Regional role at IT Platforms - Connectivity & Voice - Product Owner Voice & Contact Center Europe
  • Permanent contract
  • Full-time, at Bangalore IT HUB with flexibility to work remotely
  • Bachelor's degree in computer science, Engineering, Business, or related field; master's degree preferred.
  • Relevant certifications on Voice and Contact Center Technologies, Exposure to multiple, diverse technical configurations, technologies and processing environments
  • 7+ years' experience in IS/IT (e.g. Product Owner, BA, PM, etc.)
  • Fluent in English

Key Responsibilities:
  • Establish product roadmap in line with Product/Platform Manager vision and directions, manage product backlog, define projects & implements agile project methodologies
  • Manage Voice/Telephony and Contact Center products in the Region, Market IT, External Vendor and Internal Consultants.
  • Responsable for the Voice and Contact Center projects and operational support and KPIs.
  • Lead the development and maintenance of stakeholder mapping, communications and reporting

What You Will Achieve:
  • Drive the development and execution of product initiatives, including feature definition, sprint planning, and release management.
  • Monitor project progress, track key performance indicators (KPIs), and identify opportunities for continuous improvement and optimization.

What We Offer:
  • Proven experience as a Product Owner or similar role, with a focus on Enterprise Voice and Contact Center.
  • Good Understanding of Enterprise Voice, Operator Connect Solutions, Telephony Technologies , PBX Technologies
  • Customer Experience (CX) Understanding: A strong understanding of customer experience principles and best practices is essential.
  • In-depth knowledge of network protocols, routing, switching, and IP addressing.
  • Good analytical, problem-solving, Incident management skills.
  • Effective communication and interpersonal abilities, with the capacity to collaborate with diverse teams and stakeholders.
  • Practical experience working in DevOps organizations with applied Agile methodologies (SCRUM)
  • Good organization and prioritization skills, with the ability to manage multiple responsibilities at the same time.

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