Product Owner

 

Description:

Cinergie Digital FZCO is seeking a highly skilled and experienced Technical Product Owner (TPO) for Contact Center Technologies to join our team on a client-facing engagement in Dubai. This pivotal role serves as the primary technical authority for enterprise contact center platforms, ensuring their stability, scalability, and continuous enhancement. You will be instrumental in shaping and optimizing core contact center technology ecosystems, including IVR, Conversational AI, workforce management, quality monitoring, reporting systems, and critical integrations with airline operational platforms.

KEY RESPONSIBILITIES

Platform Ownership & Strategic Direction

•  Act as the central technical point of contact for leading contact center platforms (e.g., Genesys, NICE), ensuring strategic alignment with business and operational objectives.

•  Own system configurations, champion the capabilities roadmap, and define/monitor platform performance Key Performance Indicators (KPIs).

•  Drive technological innovation by identifying and evaluating emerging solutions to elevate customer experience and operational productivity.

Contact Center Technology Management & Optimization

•  Oversee the configuration, customization, and full lifecycle management of IVR systems, complex call flows, routing logic, and Conversational AI bots.

•  Ensure IVR design adheres to stringent business requirements, incorporates usability best practices, and meets the dynamic needs of airline operations.

•  Proactively monitor platform health, performance metrics, and Service Level Agreements (SLAs), resolving issues before they impact service delivery.

•  Execute routine maintenance, including upgrades, patching, security remediation, and backup procedures, to ensure system integrity.

•  Maintain strict compliance with enterprise security standards, PCI controls, and relevant regulatory requirements.

Incident, Problem, and Solution Management

•  Lead technical troubleshooting and rapid restoration efforts during outages, performance degradations, and integration failures.

•  Conduct thorough root cause analysis (RCA) for technical issues and implement effective preventative measures.

•  Coordinate seamlessly with internal IT teams, external vendors, and telecommunications carriers to resolve complex technical challenges.

•  Review, assess, and validate solution designs in collaboration with System Architects and engineering teams, ensuring adherence to architectural principles, scalability frameworks, and cloud best practices.

Performance Analysis & Cross-Functional Collaboration

•  Analyze system data, performance metrics, and operational trends to identify and recommend strategic enhancements.

•  Identify and implement automation opportunities through scripting, advanced analytics, and AI-driven workflows.

•  Provide actionable insights to improve agent productivity, customer experience, and contact routing efficiency.

•  Collaborate effectively with business stakeholders across Contact Center Operations, Customer Experience, Commercial, and Operations departments.

•  Communicate complex technical concepts clearly and concisely to non-technical audiences.

•  Foster strong working relationships with vendors, cloud service providers, network teams, and security specialists.

Enterprise Contact Center Platforms

In-depth knowledge of enterprise contact center platforms, including their architecture, functionality, and integration capabilities.

Core Contact Center Technologies

Expertise in IVR, ACD, Dialer, Workforce Management (WFM), Quality Management, Voice Recording, Conversational AI Bots, NLP/NLU frameworks, and Survey tools.

Data & Analytics

Proficiency in reporting, analytics, PCI-compliant call handling, and leveraging data for performance optimization. Experience with Power BI or Tableau.

Telephony & Networking

Strong understanding of VOIP, SIP, RTP, messaging protocols, carrier infrastructure, telecom routing, networking concepts, and IT security principles.

Cloud & DevOps

Familiarity with AWS / Azure environments, Microservices, APIs, Kubernetes, and Docker.

Programming & Scripting

Proficiency in scripting languages such as Python and JavaScript, and query languages like SQL.

Productivity Tools

 Advanced proficiency in Microsoft Excel for data analysis and reporting.

  

QUALIFICATIONS & EXPERIENCE

•  Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.

•  5 to 7 years of progressive experience in managing and optimizing enterprise contact center technologies.

•  Proven track record as a Technical Product Owner or in a similar technical leadership role within a contact center environment.

•  Strong understanding of software development lifecycles and agile methodologies.

•  Excellent analytical, problem-solving, and communication skills.

•  Experience with enterprise-level IT environments and integrations.

•  NICE Certification (preferred).

•  Genesys Certifications/Trainings (Cloud or Engage) (preferred).

•  Cloud platform certifications (AWS, Azure) – an advantage.