Description

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

Key Skills

Education

Bachelor's degree