Technical Product Owner - Omni Channel

Job Description

The role will be responsible for overseeing the implementation, integration, and ongoing maintenance of our omni-channel platform. This includes the interactive voice response (IVR) system, customer relationship management (CRM) system, automated case management system, and back office.

Responsibilities

The role will be responsible for overseeing the implementation, integration, and ongoing maintenance of our omni-channel platform. This includes the interactive voice response (IVR) system, customer relationship management (CRM) system, automated case management system, and back office.

Qualifications

Strategic Planning and Execution

• Develop and execute the strategic roadmap for the implementation and maintenance of the omnichannel platform, ensuring alignment with business goals and customer needs.
• Oversee the planning, execution, and delivery of projects related to the omnichannel platform, including IVR, CRM, and automated case management systems.

Leadership and Team Management

• Lead, mentor, and manage a team of technology professionals, fostering a culture of collaboration, innovation, and continuous improvement.
• Set performance objectives, conduct regular performance reviews, and provide ongoing coaching and development opportunities for team members.

System Implementation and Integration

• Oversee the implementation and integration of the IVR system, CRM system, and automated case management system, ensuring seamless interoperability and data flow across all channels.
• Collaborate with vendors, partners, and internal stakeholders to ensure successful system deployment and integration.

Maintenance and Support

• Ensure the ongoing maintenance and support of the omni-channel platform, including regular updates, patches, and enhancements.
• Develop and implement monitoring and reporting processes to ensure system performance, availability, and reliability.

Stakeholder Management

• Collaborate with key stakeholders, including business leaders, customer service teams, and IT departments, to gather requirements, prioritize features, and ensure alignment with business objectives.
• Communicate project status, risks, and issues to stakeholders, providing regular updates and reports.

Quality Assurance and Compliance

• Ensure that all systems meet the highest standards of quality, security, and compliance with relevant regulations and industry standards.
• Develop and implement quality assurance processes, including testing, validation, and documentation.

Innovation and Continuous Improvement

• Stay updated on industry trends, emerging technologies, and best practices related to omnichannel platforms, IVR, CRM, and case management systems.
• Identify opportunities for innovation and continuous improvement, driving initiatives to enhance system capabilities and user experience.

Budget and Resource Management

• Develop and manage the budget for the omnichannel platform program, ensuring efficient use of resources and adherence to financial constraints.
• Allocate resources effectively, balancing project demands with available capacity.
• Enforce, incorporate, and comply with all necessary controls and related information security policies, procedures, practices, training, reporting, personal due diligence, and vigilance, within departmental/unit activities and operations