Technical Product Owner

Company Overview:

Arctiq is a global intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure Networking & Connected Experiences Cybersecurity Data & AI Autonomous Operations & Intelligence and Enterprise Service Management. We help organizations operate secure and modernize complex environments by unifying infrastructure networking data security automation and observability under a single integrated operating model. Our work focuses on helping customers reduce operational friction improve resilience and make better faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

This is a contract-to-hire opportunity with one of Arctiqs clients. Its a remote position working EST hours.

Position Overview:

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.

Responsibilities:

Product Ownership & Strategic Leadership

• 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

Consulting & Business Process Transformation

• 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

Contact Center & Genesys Platform Leadership

• 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

Architecture & Technical Leadership

• 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

Operations & Change Management

• 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

Engineering & Technical Contribution

• 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

Qualifications:

• 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

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the Arctiq team! While we welcome all applicants only those who are selected for an interview will be contacted.

Required Experience:

Senior IC