Technical Product Owner (IVR / Contact Center)

Assurant

2d•$88,000 - $147,000

About The Position

The Technical Product Owner (TPO) is responsible for working with the various internal and external business partners to help provide solution design to complex business needs. The Technical Product Owner represents the business needs at the agile team level to ensure the team is delivering the functionality that meets business and client needs. He/she must have past experience working with agile technology teams and have business skills and experience. This Technical Product Owner will be supporting a number of products under Assurant’s Global Financial Services and International Lines of Business. It will support our Omni channel/Contact Center technology efforts (IVR, Chat, Chatbot, Routing, Softphone, etc.).

Requirements

3+ years of experience as a Technical Product Owner, Business Analyst, SME or process owner
2+ years of progressive experience gathering requirements and writing user stories for business application needs
2+ years of experience with Omni channel / Contact Center technology: IVR, Chat, Chatbot, Routing, Softphone, etc.
Experience with Agile development; Agile or TPO certifications are a plus
Ability to lead, prioritize and work independently or as part of a project team to complete multiple tasks, concurrently
Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions
Excellent oral and written communication skills
Ability to work in a fast-paced environment with changing priorities
Ability to develop productive working relationships with both technical and non-technical partners
Ability to prioritize and work independently or as part of a project team to complete multiple tasks, concurrently
Excellent organizational and planning skills
Bachelor’s Degree in Business Administration, technology or related field is desired

Responsibilities

Works closely with Business stakeholders and other areas in Assurant to understand business objectives and product requirements.
Interpret high-level business, compliance, and financial needs/requests for complex projects, with little or no background information or foundation.
A self-starter that has the ability to lead solution definition and refine requirements for several concurrent initiatives around the globe.
Be the “go to” person for knowledge of the department’s applications and data.
Writes functional and technical user stories that clearly communicate customer/stakeholder needs to the Agile team, accepts stories once complete and demoed.
Backlog planning, prioritization, and management.
Understands and supports inter-team dependencies, and ability to identify priority issues and determine which issues can be managed within the authority of a TPO and being able to discern those issues requiring engineering support or to be directed from a higher authority.
Analyze complex processes, interfaces, and sub-system problems for modification.
Participate in new process definition efforts, as requested.
Document existing and new business processes and workflows.
Identify and resolve complex, non-routine problems and issues where no precedent has been established or exists.
Identify trends/patterns; facilitate and/or conduct root cause analysis; recommend solution alternatives.
Identify and implement process improvements.
Communicate release date and scope for the initiatives the TPO is leading.
Attends and actively participates in team events (e.g., daily stand-up, grooming, sprint planning, sprint review).
Attend biweekly deployments and weekend support as needed.