Full-Time Technical Product Expert

Experian's contact center technology team seeks a Technical Product Expert proficient in contact center BI, reporting, and analytics. Reporting to the VP of MCE Technology, you'll spearhead the strategic deployment of BI capabilities for existing and new projects. Strong presentation skills are crucial. You must demonstrate a history of writing detailed product specifications and documentation, effectively conveying complex technical concepts to diverse audiences, and maintaining high quality standards. You'll enhance contact center operations by defining metrics for increased efficiency.

Main Responsibilities

1. Product Development: Collaborate with engineering teams to develop BI solutions integrating telephony (NICE), CRM (Salesforce), and imaging (iLinx) data to drive decision-making.
2. Strategic Planning: Create a comprehensive product strategy for contact center customer experience, aligning with organizational goals and customer needs.
3. Partner Management: Engage with executive leadership, engineers, and operations to gather reporting requirements, prioritize tasks, and communicate progress.
4. Agile Methodology: Lead Agile ceremonies (sprint planning, backlog grooming) for continuous feature delivery and improvement.
5. Ongoing Analysis: Research trends, opportunities, and risks to provide insights for analytical product development and positioning.
6. Quality Assurance: Perform QA on reports for accuracy and adherence to requirements.
7. Performance Monitoring: Establish goals for process success, using data-driven insights for continuous improvement and operational efficiency.
8. Documentation: Develop comprehensive product documentation.

Experience: 3-5 years of relevant product or engineering experience in contact center reporting.

Expertise: Deep understanding of contact center metrics and ability to identify and lead operational efficiencies using data.

BI Tooling Experience: Proficiency in BI tools, particularly Google Looker, is preferred.

Proficiency: Data analysis and interpretation using quantitative and qualitative insights.

Problem Solving: Identify issues, propose solutions, and lead their resolution.

Agile Development: Experience working in Agile environments, familiar with Scrum and Kanban methodologies.

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