Call Center Dialer Management Product Owner

Summary

Join Brillio as a Call Center Dialer Management Product Owner, working remotely. You will be the key liaison between stakeholders, technical teams, and vendors, optimizing outbound and inbound dialing strategies. Responsibilities include defining product vision, gathering requirements, collaborating with teams, overseeing implementation, and optimizing performance using data. The ideal candidate possesses strong product ownership experience, call center technology expertise, and Agile methodology knowledge. Experience with Acqueon's platform is crucial. Brillio offers a dynamic work environment and competitive compensation.

Requirements

• Possess experience and be driven
• Specialize in Call Center Dialer Management
• Have a deep understanding of Acqueon’s platform and its integration with contact center solutions like Twilio
• Have a strong background in product ownership, call center technologies, and Agile development methodologies

Responsibilities

• Define and maintain the product vision and roadmap for the Acqueon Dialer and Call Center Management solutions
• Collaborate with stakeholders to align dialing strategies with organizational goals and customer engagement objectives
• Identify new opportunities to enhance call center operations through Acqueon’s capabilities
• Gather, analyze, and prioritize requirements from business stakeholders, end-users, and technical teams
• Create and manage a well-defined product backlog, ensuring stories are clear, concise, and actionable
• Define acceptance criteria for all product features and enhancements
• Act as the primary point of contact for Acqueon-related product matters within the organization
• Work closely with call center operations teams, IT, and third-party vendors to ensure successful delivery of initiatives
• Coordinate with stakeholders to ensure alignment on product features, timelines, and deliverables
• Oversee the implementation of Acqueon Dialer solutions, ensuring seamless integration with CRM, IVR, and other contact center technologies
• Troubleshoot and resolve any issues related to the Acqueon platform in collaboration with technical teams
• Provide ongoing support and training to call center teams to maximize the platform’s efficiency and adoption
• Leverage analytics and reporting tools to measure the performance of dialing campaigns and overall system efficiency
• Recommend and implement improvements based on data insights and customer feedback
• Monitor compliance with regulatory requirements (e.g., TCPA, GDPR) in dialing operations

Preferred Qualifications

• Experience in healthcare, financial services, or other regulated industries
• Knowledge of CRM systems, IVR platforms - Twilio, and other contact center technologies
• Hands-on experience with Acqueon’s campaign manager, analytics, and reporting tools
• Knowledge of Agile frameworks, including experience working with Scrum teams
• Certifications in Acqueon, Agile Product Management (e.g., CSPO, SAFe), or equivalent
• Hands-on experience in journey orchestration and omnichannel contact strategies

Benefits

• $120,000 - $125,000 a year
• Remote work