Senior Product Owner

Summary

Join Brillio, a fast-growing digital transformation firm, as a Senior Product Owner specializing in Twilio Chat and IVR. This remote position requires a deep understanding of telecommunications and contact center technologies. You will be responsible for designing, optimizing, and maintaining telecommunications solutions, ensuring they meet business needs and enhance customer experiences. The ideal candidate will have experience in product ownership, agile methodologies, and Twilio. This role involves collaboration with cross-functional teams and requires strong analytical and problem-solving skills. Brillio offers a competitive salary and a culture driven by core values.

Requirements

• Bachelor’s degree in Telecommunications, Computer Science, or a related field; Master’s degree preferred
• Proven experience as a Telecommunications Architect or similar role in a contact center environment
• Strong understanding of contact center technologies, including VoIP, ACD, IVR, and CRM integrations, Twilio
• Experience with agile methodologies and product ownership, including backlog management and user story creation
• Excellent communication and collaboration skills, with the ability to engage stakeholders at all levels
• Strong analytical and problem-solving abilities, with a data-driven mindset

Responsibilities

• Develop and maintain the architectural framework for telecommunications systems within the contact center, ensuring scalability, reliability, and security
• Act as the primary product owner for telecommunications solutions, defining the product vision, roadmap, and backlog prioritization
• Work closely with cross-functional teams, including IT, operations, and customer service, to gather requirements and align telecommunications solutions with business objectives
• Establish metrics and KPIs to monitor the performance of telecommunications systems and make data-driven recommendations for improvements
• Lead the implementation of new telecommunications projects, ensuring they are delivered on time, within budget, and meet quality standards
• Provide training and support to staff on telecommunications tools and best practices to optimize usage and enhance customer interactions
• Stay informed about emerging telecommunications technologies and industry trends to recommend enhancements and innovations

Preferred Qualifications

Familiarity with telecommunications vendors and service providers is a plus

Benefits

$140,000 - $150,000 a year