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, design, build and maintenance of our Contact Center as a Service (CCaaS) initiatives to ensure our business gets the most value out of our products. The Product Owner will work with IT and Business counterparts to inform and partner on our enterprise strategy, and manage application sustainment, enhancement, and/or new development.
Reporting to the Lead IT Director, Contact Center Technology, this position is critical in supporting the development and implementation of the overall Contact Center strategy, while strategic business initiatives are met. This role will also involve indirect management of technical staff, including being the first point of escalation, prioritizing, and managing assignments from the product backlog.
Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
Lead the technical alignment for launching the product and subsequent future enhancements or other product roadmap implementations.
Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with Contact Center Engineering and business counterparts.
Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
Accountable for keeping current on product releases and enhancements.
Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.
Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
Liaise with the Contact Center Engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
Manage the communication of the priorities to stakeholders in a proactive manner.
Stay up to date on emerging contact center technology.
Required Qualifications
7+ years of experience in modern Software Development, Telecom, and Architecture.
3+ years of product owner type roles which involves governance, management, and driving alignment on technology initiatives.
3+ years of experience working in an Agile team, writing user stories, and managing backlogs.
2+ years of experience leading, engaging, and developing product owners and developers.
2+ years of managing Contact Center technology deployments.
Preferred Qualifications
Education
Pay Range
The typical pay range for this role is:$118,450.00 - $284,280.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS HealthWe anticipate the application window for this opening will close on: 02/02/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.