CTI Cloud Product Owner

Main missions The CTI Cloud Product Owner for Customer Support is the Subject Matter Expert on all aspects related to the Computer Telephony Integration to global CRM. Owns & Drives the Product Roadmap in full alignment with the Digital Transformation Strategy of the Customer Support domain Manages the Product Backlog and prioritization based on changing Requirements Contributes to the management & prioritization of new Ideas/Business Requirements from request to delivery Investigates and proposes new features to secure efficiency and constant evolution in alignment with company’s digital journey Drives internal and/or external Benchmarking activities Follows the Support Process to secure the right level of solution knowledge is available to the Support team Collaborates with platforms leaders and teams to ensure good alignment for current integrations but also for the evolution of new improved customer journey What will you do? The Cloud CTI Product Owner is responsible of all lifecycle phases of the Product: vision, roadmap prioritization, oversees delivery & testing until validation and release. Vision & Planning – work with internal customers to analyze the needs and align product roadmap to strategic coals Stakeholder management – Listening, probing and interpreting needs of various stakeholders is essential. Not only will you be communicating requirements with all stakeholders (Technology, Business, Process and other Product leaders), but also provide the technical rationale and business value behind your recommendations Leads the Design and collaborates with the development team to ensure good delivery Ensures the delivery of Backlog items as well as constant evolution of existing product features and/or future enhancements Drives the design and implementation of solutions encompassing call treatment and skills-based routing, call recording, real time and historical monitoring and reporting using available management tools Develops and maintains an appropriate prioritized backlog of user stories for implementation: Delivers detailed specifications for the product features so they are clearly understood by the development teams Collaborates closely with the technical delivery team during the Build Phase by scheduling and animating regular due Build Reviews, regular standups Contributes to the User Acceptance Test Sessions by securing that all identified gaps and bugs are addressed Works closely with the Process Team and the Process Advocates during the Functional Analysis Phase to ensure all Use Cases are well captured and included in the final Design details Collaborates with the the Platform Owner during the Functional Analysis Collaborates with the QA Team to ensure Regression Testing activities are duly executed; ensures that new developed functionalities are included in the non-Regression test Package for future Releases Collaborates closely with the Training & Adoption Specialist and the Network of Excellence Community Manager to ensure due Release communication content Drives the regular Functional Analysis of new Ideas/Business Requirements under review and collaborates with the Platform Owner to understand technical compliance, feasibility, and scalability Works closely with the Customer Support Architect to ensure overall design of new Enhancements/Functionalities fits with the overall Landscape Follows the Vendors Product Roadmap in order to identify value add enhancements/ new features Collaborates closely with the Cloud CTI Solution Providers but also the CRM Platform Architects; driving resolution of any feature gaps, follows up on Tickets status, ensures non regression impacts from regular Vendors Releases What qualifications will make you successful? + 3 years experience as Product Owner or Solution Manager Experience in Genesys Pure Cloud Framework , CTI, Routing and Reporting and Salesforce Service Cloud integration Experience in Inbound, Outbound, Interactive Voice Response IVR reporting, Call Routing strategies Demonstrated experience implementing and executing Agile principles with strong digital skills. Experience and deep understanding of user experience best practices We highly value an individual who gets hands-on on topic with customer focus, good energy level, motivation to get things done, empathy and embracing change. Demonstrated experience in establishing roadmaps based on prioritization of opportunities and deep understanding of customer needs. Excellent problem determination and problem-solving skills; rigorous and detail-priented Good written and verbal communication skills Comfortable in working in an international environment Fluent in english Discover everything that we offer: Life insurance Flexible compensation: ticket restaurant , nursery, training, health insurance, etc. Own your career: Enjoy all the benefits of Open Talent Market, our platform that uses AI to connect you with hundreds of job opportunities, projects and mentors around the world. Flex@Work: flexible hours, telework, sabbaticals, purchase leave, floating holidays, Global Family Leave Policy Recognize and be recognized through our StepUp program. Club Schneider: discount on products and services throughout Spain. Wellness: medical service, wellbeing laboratories, activities per workplace, gyms in different sites, etc. If you like to go to the gym, we have a special agreement with Andjoy Become a Schneider shareholder with our