The Technical Product Owner (TPO)
About This Role
Role Overview The Technical Product Owner (TPO) for Contact Center Technologies will serve as the primary technical authority for flydubai’s enterprise contact center platforms. This role ensures the stability, scalability, and continuous improvement of core contact center technology ecosystems—covering IVR, Conversational AI, workforce management, quality monitoring, reporting systems, and integrations with airline operational platforms. The TPO will collaborate closely with Product Owners, System Architects, IT teams, and external vendors to design, implement, and optimize solutions that enhance customer experience and operational efficiency across high volume customer service channels.
Key Responsibilities :
1. Platform Ownership & Governance
Act as the primary technical point of contact for contact center platforms (Genesys, NICE, etc.) ensuring alignment with business and operational objectives.
Own system configurations, capabilities roadmap, and platform performance KPIs.
Drive innovation by identifying emerging technologies that enhance CX and productivity.
2. IVR & Contact Center Technology Management
Oversee configuration, customization, and lifecycle management of IVR, call flows, routing logic, and Conversational AI bots.
Ensure IVR design is aligned with business requirements, usability best practices, and airline operational needs.
3. System Reliability, Monitoring & Maintenance
Monitor platform health, performance, SLAs, and proactively resolve issues before they impact service.
Perform routine maintenance activities: upgrades, patches, security remediation, and backups.
Ensure compliance with enterprise security standards, PCI controls, and regulatory requirements.
4. Incident & Problem Management
Lead technical troubleshooting and restoration efforts for outages, performance degradation, and integration failures.
Conduct root cause analysis (RCA) and implement preventive measures.
Coordinate with IT teams, vendors, and carriers to resolve complex technical issues.
5. Solution Design & Architecture Collaboration
Review, assess, and validate solution designs with System Architects and engineering teams.
Ensure that solutions follow architectural principles, scalability frameworks, and cloud best practices.
6. Performance Optimization & Analytics
Analyze system data, performance metrics, and operational trends to recommend enhancements.
Identify automation opportunities using scripting, analytics, and AI-driven workflows.
Provide insights to improve agent productivity, customer experience, and contact routing efficiency.
7. Cross Functional Collaboration
Collaborate with business teams (Contact Center Ops, Customer Experience, Commercial, Operations).
Communicate technical concepts effectively to non technical stakeholders.
Work closely with vendors, cloud service providers, network teams, and security specialists.
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