Technical Product Owner

Arctiq•Philadelphia, PA

1d•Remote

About The Position

We are seeking a highly experienced Technical Product Owner / Principal Consultant to lead the strategic evolution of our contact center ecosystem and customer experience platforms. This role serves as the bridge between business strategy, product ownership, solution architecture, operational excellence, and technical delivery. The ideal candidate will own platform strategy and architectural decision-making, with a strong focus on the Genesys ecosystem, while taking a holistic view across business processes, customer journeys, operations, technology, and organizational change. Approximately 50% of this role will focus on contact center transformation and Genesys platform optimization, with the remaining responsibilities centered around business consulting, product ownership, operational improvements, solution design, and technical leadership.

Requirements

8+ years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership roles
Deep experience with Genesys Cloud, Genesys Engage, or similar enterprise contact center platforms
Strong understanding of contact center operations, customer engagement, workforce management, and service delivery models
Proven ability to lead executive-level discussions and influence strategic decisions
Experience conducting business process assessments and organizational transformation initiatives
Strong architecture and systems integration experience
Ability to understand and translate complex business requirements into technical and operational solutions
Experience leading cross-functional teams through large-scale change initiatives
Experience implementing AI-powered customer experience solutions, virtual agents, conversational AI, automation, and analytics platforms
Background in enterprise architecture or management consulting
Experience with cloud platforms, APIs, integration frameworks, and modern software delivery practices
Knowledge of IT service management, operational excellence, and change management methodologies
Experience working within large enterprise customer service organizations

Responsibilities

Own the product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilities
Partner with executive leadership to align technology investments with organizational objectives
Develop business cases, transformation roadmaps, and strategic recommendations
Create and prioritize use cases that drive measurable business value
Balance business needs, technical feasibility, operational considerations, and customer experience requirements
Serve as the primary liaison between business stakeholders, operations teams, architecture, and engineering organizations
Manage relationships with external vendors, including Genesys and third-party managed service providers, ensuring alignment of platform strategy, service delivery, contractual obligations, licensing/subscription management, and business objectives
Evaluate current-state business processes, workflows, and customer journeys
Conduct operational and organizational assessments to identify inefficiencies, risks, and improvement opportunities
Lead discovery workshops with business leaders and stakeholders
Translate business challenges into actionable technology and process recommendations
Provide strategic advisory services and thought leadership across customer experience initiatives
Develop future-state operating models that improve service delivery, scalability, and performance
Act as the primary subject matter expert and strategic owner for the Genesys platform
Assess existing platform capabilities and determine optimization opportunities
Own architectural decisions regarding contact center technologies, integrations, routing strategies, automation, and customer engagement solutions
Drive right-sizing initiatives and modernization efforts across the contact center ecosystem
Proactively identify opportunities to improve performance, reliability, efficiency, and customer experience
Evaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce optimization tools, and emerging technologies
Ensure maximum value is being realized from Genesys investments
Own solution architecture decisions across customer experience and contact center capabilities
Design scalable, secure, and supportable solutions aligned with enterprise technology standards
Collaborate with development, infrastructure, security, and operations teams to define future-state architectures
Review technical designs and provide guidance on implementation approaches
Drive standardization, governance, and platform best practices
Evaluate technologies and vendor solutions to support business objectives
Lead operational transformation initiatives and organizational change efforts
Establish governance models, processes, and operational standards
Partner with business and technical teams to ensure successful adoption of new capabilities
Develop recommendations that improve service levels, operational efficiency, and customer outcomes
Drive continuous improvement through data, analytics, and operational performance metrics
Provide hands-on support for complex technical challenges and solution implementations when required
Participate in proof-of-concepts, integrations, automation initiatives, and platform enhancements
Partner closely with engineering teams to ensure successful execution of strategic initiatives
Translate conceptual designs into practical implementation strategies
Serve as a technical escalation point for complex platform and architecture decisions