Technical Product Owner (TPO) – Contact Center Technologies

Overview

1. Platform Ownership & Technical Governance

• Serve as the

Technical Subject Matter Expert (SME)

• for contact center platforms (e.g., Genesys, NICE), ensuring alignment with airline operational goals.
• Own the technical roadmap, system configurations, and platform performance KPIs.
• Drive innovation by evaluating emerging technologies in the CX space.

2. IVR & Conversational AI Management

• Oversee the configuration and lifecycle management of
• IVR, call flows, routing logic, and AI bots
• .
• Optimize NLP/NLU frameworks to ensure Conversational AI aligns with usability best practices and business requirements.

3. Reliability, Compliance & Security

• Monitor platform health and SLAs; proactively address performance degradation.
• Manage routine maintenance, including upgrades, patches, and security remediation.
• Ensure strict adherence to
• PCI-DSS compliance
• and enterprise IT security principles.

4. Incident & Problem Management

• Lead technical restoration efforts during outages or integration failures.
• Conduct

Root Cause Analysis (RCA)

• and implement long-term preventive measures.
• Coordinate with carriers and vendors to resolve complex telecom and routing issues.

5. Solution Architecture & Design

• Validate solution designs with Architects to ensure they meet scalability and cloud best practices.
• Ensure seamless integration between contact center tools and airline operational platforms.

6. Data-Driven Optimization

• Utilize

SQL, Power BI, or Tableau

• to analyze large datasets and identify operational trends.
• Automate manual workflows using Python or JavaScript to improve agent productivity.

Core Technical Expertise

• **Contact Center Stack:**
• In-depth knowledge of IVR, ACD, Dialer, WFM, Quality Management, and Voice Recording.
• **AI & NLP:**

Experience

• with Conversational AI bots and NLP/NLU frameworks.
• **Telecom & Networking:**
• Strong understanding of VOIP, SIP, RTP, messaging protocols, and carrier infrastructure.
• **Modern Infrastructure:**
• Familiarity with Cloud (AWS/Azure), Microservices, APIs, Kubernetes, and Docker.

Data & Automation

• **Languages:**
• Proficiency in SQL and scripting (Python or JavaScript).
• **Analytics:**
• Advanced Excel skills and experience with BI tools (Power BI/Tableau).
• **Security:**
• Solid grasp of IT security principles and PCI-compliant call handling.

Soft Skills

• **Communication:**
• Ability to translate complex technical jargon for non-technical stakeholders.
• **Resilience:**
• Capable of managing high-pressure priorities in a 24/7 operational environment.
• **Leadership:**
• Strong stakeholder and vendor management experience with a collaborative mindset.

Education & Certifications

• **Education:**
• Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
• **Preferred Certifications:**
• **NICE Certification**
• (Highly Preferred).
• **Genesys Certifications**
• (Cloud or Engage).
• **Cloud Certifications**
• (AWS Certified Solutions Architect or Azure equivalent).