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Hartford, CT, USA
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Key Responsibilities
• Own and drive the product roadmap, backlog, and prioritization aligned with business objectives
• Collaborate with cross-functional teams including engineering, data, AI/ML, and business stakeholders
• Translate business requirements into clear user stories and technical requirements
• Act as the primary liaison between business and technology teams
• Participate in Agile ceremonies (sprint planning, grooming, reviews, retrospectives)
• Ensure successful delivery of solutions in line with quality, timeline, and performance goals
• Leverage data insights and analytics to guide product decisions
• Support AI/automation initiatives within contact center platforms
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Required Skills & Qualifications
Technical Expertise
• Strong understanding of Python
• Azure ecosystem (preferred)
• Experience with:
o Power BI (data visualization)
o PostgreSQL (or similar relational databases)
o Kubernetes (K8s) concepts and containerized environments
• Ability to effectively communicate with engineering teams on architecture and technical design
Domain Knowledge
• Hands-on experience in Contact Center / Telephony platforms (e.g., IVR, ACD, call routing, customer experience systems)
• Understanding of AI/ML applications in customer service (chatbots, voice analytics, automation)
Tools & Methodologies
• Proficiency in:
o JIRA (backlog management, sprint tracking)
o Confluence (documentation, collaboration)
• Strong experience working in Agile/Scrum environments
Soft Skills
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities
• Ability to manage competing priorities in a fast-paced environment
• Detail-oriented with a strong focus on delivery and outcomes
Bachelor's degree
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