Product Owner
Technical Product Owner – CCaaS (NICE CXone)
📍 Reading / Dublin / Perth (Hybrid)
📅 6-month contract
We’re recruiting for an experienced Technical Product Owner to take end-to-end ownership of a customer engagement (CCaaS) platform across the UK and Ireland.
This is a key role within the digital and AI function, working closely with senior stakeholders to drive platform performance, optimise costs, and support ongoing platform enhancements following a recent go-live.
The Role
You will act as the platform owner for a critical customer service platform, responsible for managing delivery, backlog prioritisation, and stakeholder engagement across multiple markets.
Working alongside the Delivery Lead in Ireland, you’ll operate in a traditional TPO capacity, ensuring roadmaps are executed effectively and aligned to business priorities.
Key Responsibilities
- Own and manage the CCaaS platform across UK & Ireland
- Drive cost reduction initiatives, including shifting customers from telephony to digital channels
- Lead backlog management and Agile ceremonies
- Work closely with stakeholders across UK & Ireland, including senior leadership
- Collaborate with Delivery Lead / Scrum Master to ensure effective platform delivery
- Manage and challenge vendor relationships and platform performance
- Support ongoing platform development following recent go-live
Requirements
- Proven experience as a Technical Product Owner within customer platforms
- Strong background in CCaaS / telephony systems (NICE CXone, Genesys, Amazon Connect, Avaya or similar)
- Experience managing back end integrations and digital platform enhancements
- Exposure to AI-enabled customer platforms is highly beneficial
- Strong stakeholder management and cross-market collaboration skills
- Comfortable operating in a fast-paced, Agile delivery environment