Product Owner, Telephony

OTIP Group of Companies (OTIP, Orbit, Curo) • Waterloo, ON

5d • CA$87,731 - CA$120,686 • Hybrid

About The Position

Reporting to the IT Services Manager, the Product Owner, Telephony is responsible for defining the requirements and prioritizing work within Telephony Delivery Squad. As the Product Owner, you will manage the squad’s backlogs and prioritize the scope of each sprint to consider a mix of enhancement and support workloads, severity of incidents and balancing of Business needs. The Product Owner will assist with the setting of the squad’s technology direction and be the primarily channel of communication between the technical staff within the squad and the business.

Requirements

• Previous experience as a Capability Owner (Product Owner) in Agile environments.
• Proficiency in defining and utilizing key Agile metrics to measure squad’s performance and project success.
• Understanding of Agile project management tools and methodologies
• Ability to integrate data-driven insights into decision-making processes.
• Extensive experience with CCaaS and UCaaS telephony platforms. Experience with Nice CXOne and Microsoft Teams preferred.
• Strong understanding of Contact Center operations and processes.
• Strong understanding and application of lean principles in experience design.
• Ability to translate business needs into product features.
• Expertise in identifying and mitigating project and product-related risks.
• Strong interpersonal and communication skills for effective stakeholder engagement.
• In depth knowledge of systems architecture principles.
• Ability to identify products that align with business objectives and deliver value.
• Proficiency in utilizing collaboration and presentation tools (i.e., MS Teams) to facilitate effective communication and coordination within cross-functional squads.
• Hands-on experience with a backlog management tool, preference given for Azure DevOps (ADO), to facilitate Agile governance forums (User story documentation, Backlog Management, sprint planning, PI planning).
• Ability to understand user stories written in an agile environment.

Nice To Haves

• Working knowledge of Workforce Management an asset.
• Previous work with telephony carriers and vendors an asset.
• The ability to communicate in French is considered an asset.

Responsibilities

• Define, refine, and prioritize the squad’s Backlog focusing on ensuring quality of work to ensure the squad is delivering on activities with highest business value.
• Ensure customer and stakeholder value is delivered by the squad.
• Prepare, participate, and determine scope in Planning.
• Work with the Business Analysts to define and refine user stories, including the breakdown of epics into user stories.
• Work with peer Product Owners regarding cross-team dependencies and appropriate scheduling and prioritization of work
• Ensure day to day work tasks and support requests are prioritized and completed.
• Approve work as completed based on “definition of done”.
• Ensure that work items, in conjunction with support requests, are sufficiently defined and prioritized through continuous refinement of the backlog.
• Make appropriate Telephony scope and content decisions.
• Identify squad and program risks and dependencies and ensure planning reflects both.
• Participate in Project Portfolio Strategic Review & Budget Planning, Portfolio Review & Prioritization, Portfolio Working Group Alignment, and other Support forums, as needed.
• Sit on various OTIP Boards (e.g., Project Portfolio Governance Board, Data Governance Board, FinOps – Cloud Operations Board), as needed.
• Coordinate the release of completed work through the Delivery Life Cycle.

Benefits

• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Opportunities for advancement
• Rewarding bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed