ENVIRONMENT:
DRIVE the roadmap, development & delivery of Integrations Solutions as the next Product Owner sought by a UK-based award-winning leader in contact centre AI software. You will be responsible for managing integration initiatives from concept to delivery, ensuring they align with business needs, technical feasibility, and customer requirements. This role requires someone with a strong technical background in APIs and integration, excellent Relationship Management skills, and experience handling Project Management and Change Management in a SaaS environment.
DUTIES:
Customer & Stakeholder Engagement -
- Liaise with customers and their IT teams to understand integration requirements, manage expectations, and ensure smooth implementation.
- Engage with business stakeholders, including Sales, Customer Success, and Leadership, to ensure integration solutions align with customer needs and business goals.
- Translate business and customer requirements into actionable Features and User Stories, ensuring clear and effective communication between customers, developers, and third-party vendors.
- Act as a trusted advisor for customers, helping them navigate technical challenges related to integration.
- Manage expectations on integration timelines, complexities, and limitations, ensuring all stakeholders are aligned throughout the process.
Product & Roadmap Management -
- Own and manage the integrations roadmap, prioritising and delivering features that bring the most value to customers and the business.
- Work with the Product Manager and Project Manager to keep work items up to date and relevant.
- Balance customer requests, technical constraints, and business priorities, ensuring a structured approach to backlog prioritisation.
- Collaborate with Development teams to ensure integrations are built in a scalable, reliable, and secure manner.
- Drive planning sessions and communicate risks or delays to internal stakeholders while proactively identifying solutions.
Project & Change Management -
- Lead integration projects from planning to execution, working with cross-functional teams to ensure smooth delivery.
- Manage Change Management processes, ensuring all internal teams and customers are aligned on any changes to integrations or platform capabilities.
- Estimate and plan resource requirements in conjunction with engineering leadership, ensuring teams are aligned on delivery timelines.
- Ensure third-party vendors and offshore teams adhere to project requirements, facilitating smooth collaboration and execution.
- Own the Service Management framework for integrations, ensuring seamless incident management, security posture, and continuous improvement.
Technical Oversight & Best Practices -
- Ensure Engineers maintain robust API and integration architecture, while aligning with security best practices and test strategies for APIs and data exchanges.
- Lead continuous improvement initiatives to enhance both technology and delivery processes for integrations, working collaboratively with technical teams.
- Ensure that all integration solutions are designed with monitoring, logging, and observability to support operational efficiency.
- Collaborate with Architects to help define and manage the technology roadmap, ensuring that integrations are built to scale effectively.
REQUIREMENTS:
- Proven experience as a Product Owner or Product Manager for at least 2 years, particularly in integration projects and API-driven platforms.
- Strong experience interacting with both customers and developers, acting as the bridge between business needs and technical execution.
