Technical Product Expert

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Experian

πŸ“Remote - United States

Job highlights

Summary

Join Experian's contact center technology team as a Technical Product Expert! Lead the strategic delivery of BI capabilities for existing and new technology projects. Collaborate with engineering teams to develop BI solutions integrating data from various platforms. Develop a comprehensive product strategy aligning with organizational goals and customer needs. Partner with multiple teams to gather requirements, set priorities, and communicate progress. Lead Agile ceremonies and conduct research to identify trends and opportunities. Ensure report accuracy and implement continuous improvements using data-driven insights. This role requires 3-5 years of relevant experience and proficiency in BI tools, data analysis, and Agile methodologies.

Requirements

  • 3 to 5 years of relevant product or engineering experience focusing on contact center reporting
  • In-depth understanding of contact center metrics and the ability to identify and lead operational efficiencies using data
  • Proficiency with BI tools is important, with a preference for experience with Google Looker
  • Proficiency in data analysis and interpretation, using both quantitative and qualitative insights
  • Ability to identify issues, propose solutions, and lead their resolution
  • Experience working in an Agile environment, including familiarity with Scrum and Kanban methodologies

Responsibilities

  • Collaborate with engineering teams to develop BI solutions that integrate telephony (NICE), CRM (Salesforce), and imaging (iLinx) platform data to inform decision-making
  • Create a comprehensive product strategy for the contact center customer experience that aligns with organizational goals and customer needs
  • Work with multiple teams, including executive leadership, engineers, and operations, to gather reporting requirements, set priorities, and communicate progress
  • Lead Agile ceremonies, such as sprint planning and backlog grooming, to ensure continuous delivery and iterative improvement of features
  • Conduct research to identify trends, opportunities, and risks, providing insights to guide analytical product development and positioning
  • Perform QA on reports to ensure accuracy and adherence to requirements
  • Set goals to measure the success of our processes and use data-driven insights to implement continuous improvements and operational efficiencies
  • Develop comprehensive product documentation

Preferred Qualifications

Experience with Google Looker

Benefits

  • Great compensation package & bonus plan
  • Core benefits including full medical, dental, vision, and matching 401K
  • Flexible schedule, ability to work remotely, hybrid, or in-office
  • Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

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