Technical Product Owner, Acqueon Dialer

Technical Product Owner – Acqueon Dialer
Location: Remote
Company: Razor Talent (Client: Healthcare Client)

Overview

As a Technical Product Owner (TPO) with expertise in Acqueon Dialer technologies, you will lead the product lifecycle and strategic integration of Acqueon's advanced outbound and omnichannel contact center solutions at our healthcare client. You will bridge technical execution and business goals, ensuring the seamless integration of Acqueon Dialer with the healthcare client's digital and telephony platforms. Your primary focus will be to optimize contact strategies, enhance customer engagement, and improve operational efficiency across all communication touchpoints—spanning voice, SMS, and digital channels.

Key Responsibilities

Product Strategy and Roadmapping

- Define and evolve the product vision and roadmap specific to Acqueon Dialer integration.

- Align outbound campaign management tools with the healthcare client's customer engagement strategy.
- Incorporate compliance standards (TCPA, HIPAA, etc.) into dialer strategy and configurations.

Campaign Management and Optimization

- Partner with stakeholders to translate outbound campaign objectives into actionable dialer configurations.
- Oversee implementation of predictive, preview, and manual dialer modes.
- Leverage Acqueon analytics and reporting to inform product enhancements and drive engagement KPIs.

Stakeholder Engagement and Communication

- Act as liaison among internal IT, security, business teams, and Acqueon vendor stakeholders.
- Translate business requirements into detailed user stories with measurable outcomes.
- Champion best practices for contact strategies across sales, retention, and service campaigns.

Technical Oversight and Quality Assurance

- Ensure system configurations and integration with CRM platforms (e.g., Salesforce, Genesys Cloud) meet technical specifications.
- Work closely with developers and QA teams to maintain quality standards and minimize service disruptions.
- Monitor system health and manage incident resolution in collaboration with operations.

Scaled Agile Leadership

- Lead all Agile ceremonies (PI planning, sprint reviews, retrospectives).
- Support Scaled Agile Framework (SAFe) practices across the delivery team.
- Foster a culture of continuous improvement and innovation within the team.

Data Privacy and Compliance

- Integrate governance policies into product design and deployment for TCPA and HIPAA adherence.
- Collaborate with legal and compliance teams to maintain audit readiness across outbound communications.

Key Skills and Competencies

- Acqueon Expertise: Deep experience with Acqueon Campaign Manager, List Management, Outbound Dialer, and real-time reporting dashboards.
- Telephony Integration: Familiarity with contact center platforms (Genesys, Cisco UCCE/UCCX, or Five9).
- Agile Product Ownership: Experience in backlog grooming, sprint planning, and leading Agile teams in a technical product setting.
- Analytical Thinking: Ability to interpret complex campaign data to influence strategic decisions.
- Cross-Functional Leadership: Skilled in guiding developers, QA, business analysts, and vendor partners to deliver shared outcomes.

Qualifications

- Bachelor's Degree in Computer Science, Information Technology, or related technical field.
- 8+ years of experience as a Product Owner or Business Analyst in telecom, call center, or customer engagement platforms.
- 2+ years of hands-on experience with Acqueon Dialer or outbound engagement platforms.
- Strong understanding of campaign lifecycle management, lead segmentation, and dialer compliance rules.

Why Join Us

At Razor, you'll work at the intersection of technology and health care innovation. Supporting our healthcare client's mission, your role will directly impact member experience and engagement outcomes. We offer:
- Competitive compensation
- Full benefits (medical, dental, vision)
- 3 weeks PTO
- 401K
- Opportunities for growth in a fast-paced, mission-driven environment