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As Product Owner for Contact Center Solutions, the primary purpose is to ensure stable and high operational uptime of Falcks Contact Centers, including Genesys Cloud as the primary target platform. The position involves active participation in strategic dialogue regarding the maturation and optimization of the current installation. You will contribute to ensure high quality and accountability in handling our customers calls, as well as delivering optimal solutions that support scalable operations. A central part of the role is to contribute to customers & employee satisfaction, efficient onboarding of new departments, and the identification of cost savings.
Professional Expertise:
Success Criteria:
As Product Owner for Contact Center Solutions, the primary purpose is to ensure stable and high operational uptime of Falcks Contact Centers, including Genesys Cloud as the primary target platform. The position involves active participation in strategic dialogue regarding the maturation and optimization of the current installation. You will contribute to ensure high quality and accountability in handling our customers calls, as well as delivering optimal solutions that support scalable operations. A central part of the role is to contribute to customers & employee satisfaction, efficient onboarding of new departments, and the identification of cost savings.
,[Define and articulate a clear product vision and strategy for Falcks Contact Center Solutions, aligning with Falcks overall business objectives and customer needs., Develop and maintain a strategic product roadmap that communicates future direction and key initiatives., Continuously analyze market trends, competitor offerings, and technological advancements (e.g., in Genesys Cloud and AI solutions) to identify opportunities for product innovation and improvement., Own and manage the Product Backlog, ensuring it is transparent, visible, and understood by all stakeholders and the development team., Clearly express Product Backlog items (e.g., user stories, features, epics) with defined acceptance criteria, focusing on the "what" and "why" rather than the "how., Act as the primary liaison between internal customers (e.g., Contact Center operations, business units), external partners, and the development team., Proactively gather and synthesize needs, feedback, and insights from diverse stakeholders., Champion the voice of the customer, ensuring that solutions deliver an exceptional customer experience and support high-quality service delivery., Facilitate effective communication and collaboration across all levels of the organization regarding the Contact Center Solutions., Identify and prioritize product enhancements and technical debt items that contribute to high operational stability, uptime, and scalability of Contact Center Solutions (e.g., Genesys Cloud)., Seek opportunities to optimize processes and features within the team to drive employee satisfaction, efficient onboarding, and cost savings., Participate in service reviews with external partners from a product perspective, ensuring vendor solutions align with product strategy and value delivery. Requirements: Genesys Tools: . Additionally: Sport subscription, Training budget, Private healthcare, Flat structure, Small teams, International projects, Free coffee, Canteen, Bike parking, Playroom, Shower, Free snacks, Mobile phone, Free parking, In-house trainings, Modern office, Startup atmosphere, No dress code.