Product Owner

Description

• Collaborating with Upland Panviva’s users to capture and document user stories and product requirements in order to achieve strategic business goals.
• Identifying and assessing inefficiencies within Upland Panviva's products, evaluating optimal user experience, and recommending improvements to the system functionality and behaviour.
• Collaborating with Development, QA, Design, and Product teams to enhance Upland Panviva's software products.
• Facilitating discussions and workshops to gather feedback from customers and stakeholders.
• Translating functional requirements into clear user stories and acceptance criteria for development and testing.
• Conducting regular product backlog refinement sessions to review and prioritise user stories based on factors such as customer value, business goals and technical feasibility.
• Analysing data from various sources, such as customer feedback, support tickets, and defect and enhancement request trends to develop BI reports to make data-driven decisions.
• Provide Insights and recommendations to Inform product strategy and development decisions.
• Documenting requirements clearly and comprehensively, Including functional and non-functional aspects.
• Analysing test results, Identifying Usability Issues, and making recommendations for Improvements.
• Developing and configuring Power BI dashboards to visualise and analyse usage data of the product features.
• Identifying usage patterns and trends to Inform feature prioritisation and Improvements
• Setting project goals, defining timelines, and allocating resources effectively
• Creating user and training documentation and conducting formal training classes.

• 3+ years of product management experience, with at least 3 years in contact centre technology
• Proven experience with Genesys Cloud platform
• Hands-on experience with Microsoft Azure services and Copilot studio

• Deep understanding of knowledge management systems and practices
• Strong track record of delivering AI/ML-powered solutions in an enterprise environment
• Experience with agile methodologies and product development lifecycle
• Bachelor’s degree in computer science, Information Technology, or related field

• Microsoft Azure AI services and cloud architecture
• Microsoft 365 Copilot implementation and integration
• Genesys Cloud CX platform
• Knowledge management systems and taxonomies
• Contact centre operations and metrics
• Agile project management tools
• Data analytics and reporting

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