Full-Time Product Owner - Telephony

• Serve as the Product Owner for the integrated NICE CXone and CRM (e.g., Salesforce) ecosystem.
• Lead the definition and execution of the product roadmap for omnichannel contact center and CRM workflows.
• Manage enhancements across voice, IVR, chat, SMS, and email channels.
• Collaborate with stakeholders to identify automation opportunities.
• Translate business needs into user stories, requirements, process maps, and acceptance criteria.
• Drive the adoption of AI-powered capabilities such as automated call routing, intelligent IVR with NLP, virtual assistants/chatbots, and predictive engagement.
• Coordinate vendor engagements and oversee technical delivery teams.
• Support QA, UAT, training, and release readiness.
• Analyze contact center performance using KPIs and voice analytics to guide product improvements.
• Ensure compliance with HIPAA, PCI, and other relevant regulations.
• Demonstrate a commitment to diversity, equity, and inclusion.

• Bachelor’s degree in business, IT, or a related field is preferred.
• 5+ years of experience in Product Ownership, Business Analysis, or Technical Program Management in healthcare, pharma, or technology.
• Hands-on experience with NICE CXone or similar platforms (Genesys, Five9, Amazon Connect).
• Understanding of telephony architecture including ACD, IVR, SIP, VoIP, call routing, and call recording.
• Strong experience with CRM systems, ideally Salesforce Health Cloud or Service Cloud.

• NICE CXone admin certification or related telephony certifications.
• Experience working with compliance-heavy environments (HIPAA, SOC2).

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