Product Owner - CCaaS

Join Our Team

In 2022, the Atlanta Journal-Constitution named Primerica one of the best places to work for the ninth consecutive year. Also in 2022, Primerica was named one of the Best Employers for Diversity by Forbes for the second consecutive year. Forbes also named Primerica as one of America’s best Insurance companies for 2022. Primerica ranks 6th among 25 companies included in the Term Life Insurance category. Over the past seven years Primerica has consistently been voted Best Employer by Gwinnett Magazine in its special "Best of Gwinnett" winner editions. Primerica is a great place to work! Join our team to experience what it’s like to work at “one of the best places to work in the metro Atlanta”.

About this Position

The position is responsible for assisting in the successful implementation, delivery, and continuous improvement of Primerica's Contact Center as a Service (CCaaS) platform, including insuring documentation is relevant and curated effectively to support omni-channel capabilities. This position is responsible for helping support and administer the CCaaS while developing strategies for our agent and client support teams to drive operational improvements. This position will be responsible for defining, prioritizing, and delivering features for our Contact Center as a Service platform. Candidate will work closely with cross-functional teams and key vendors to ensure the CCaaS solution meets the evolving needs of our clients and agents while maintaining a competitive edge in the market place.
Salary Range: $95K - $110K
Hybrid Role

Responsibilities & Qualifications

JOB DUTIES & RESPONSIBILITIES

• Develop and maintain the product roadmap for the CCaaS platform, aligning it with business goals and client/field rep needs.
• Collaborate with stakeholders to gather requirements and translate them into clear, actionable user stories.
• Create recommendations on design, implementation, and enhancements of core CCaaS Platform capabilities used to support the Contact Centers and drive operational improvements.
• Prioritize and manage the product rollout and eventual backlog, ensuring the organization is always working on the most valuable features.
• Partner with IT teams and key vendors/partners to ensure timely and high quality delivery of new features and enhancements.
• Establish relevant impact measurements and value delivery techniques and metrics for the CCaaS Platform related to product support operations.
• Lead sprint planning sessions, grooming meetings and be able to work closely with IT & strategic partners to create intuitive and efficient user experiences for contact center agents and managers.
• Serve as the primary point of contact for CCaaS-related queries and escalations

EDUCATION, EXPERIENCE & CERTIFICATIONS

• Bachelor's degree or equivalent experience
• Computer Science, Communications, Information Systems or related fields
• Minimum of 5 year exp required
• 5+ years of experience as a Product Owner or similar role in software development (cloud solutions), preferably in the CCaaS or customer service technology space.
• Strong understanding of contact center operations, including workforce management, quality management, and multi-skilled routing.
• Familiarity with CCaaS solutions and industry trends. Previous Experience with Cloud Based Telephony platforms are a strong ++
• Experience working in Agile/Scrum environments
• Excellent communication and presentation skills, with the ability to articulate complex ideas to both technical and non-technical audiences.
• Strong analytical and problem-solving skills
• Certified Scrum Product Owner (CSPO) or similar; CRM experience;
• Knowledge of WFM solutions (e.g. Cloud Based Telephony, Cloud WFM; NICE IEX; etc)

Required Knowledge, Skills and Abilities

• Experience with CCaaS software and Work Force Management software
• Detailed knowledge of CCaaS
• Skills in running a CCaaS program/product and/or software development
• Experience creating and directing creation of detailed technical documentation
• Ability to write for multiple audiences.
• Strong interpersonal skills (verbal, written, and public speaking)
• Ability to identify and respond to organizational challenges through planning and performing or directing definitive actions.
• Project planning and management skills.
• Knowledge of contact/call center operational environments
• Be effective interacting directly with product design, development, UX and strategic partners to evaluate CCaaS requirements that will impact Contact Center Operations.
• Excellent social and communication skills, including the ability to interact with senior leadership as well as our internal business partner.

Preferred Education, Experience, Certifications or Licenses, Knowledge, Skills and Abilities

• Bachelor’s degree in Computer Science, Communications, or related fields
• CSPO or similar certification
• 5+ years of experience working directly in a CCaaS Product Owner or similar Software Product Owner role
• In depth understanding of contact center operations, including omnichannel routing, workforce management, and quality assurance processes
• Previous Experience with CCaaS software and/or Work Force Management
• Software. Experience with CCaaS platform is a strong ++
• Experiencing working with CCaaS platforms that support AI functions (Chat Bot, Virtual Assistance, etc.)
• Strategic and creative thinker with extraordinary attention to detail
• Understanding of client/server, Web-based and mobile platform technologies preferred

#Dice

#LI-SH1

FLSA status:
This position is exempt (not eligible for overtime pay):

YesOur Benefits:

• Day one health, dental, and vision insurance

• 401(k) Plan with competitive employer match

• Vacation, sick, holiday and volunteer time off

• Life and disability insurance

• Flexible Spending Account & Health Savings Account

• Professional development

• Tuition reimbursement

• Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.