Technical Product Expert – Contact Center Technology

Job Description
Description:
Experian’s contact center team is looking for an experienced Technical Product Expert with expertise in the NICE suite of tools to lead our contact center transformation. Reporting to the Senior Director, MCE Technology Engineering, you will oversee the strategic delivery of our Contact Center Telephony Technology. We are looking for someone who is used to operating at a fast pace and team/customer feedback, can oversee several large projects, has experience writing detailed product specs and documentation, has experience communicating complex technical concepts to a variety of audiences, drives for results and has a high standard for quality.
You'll have the opportunity to:
Strategic Planning:
Develop a comprehensive product strategy for the contact center customer experience, aligning with our goals and customer needs
Partner Management:
Collaborate with team members across the company, including executive leadership, engineers, operations, to gather requirements, define priorities, and communicate progress
Product Development:
Work with engineering teams to build telephony solutions on the NICE platform ensuring seamless integration with existing systems
Agile Methodology:
Facilitate Agile ceremonies, including spring planning, daily stand-ups, retrospectives, and backlog grooming to ensure continuous delivery and iterative improvement of features
Ongoing Analysis:
Conduct research to identify trends, opportunities and risk in the market or based on internal feedback/metrics, providing insights to inform product development and positioning
Customer Focus:
Advocate for the voice of the customer, ensuring that product features and enhancements address customer pain points and add value
Performance Monitoring:
Establish goals to measure the success of our processes and use data-driven insights to implement continuous improvements and ongoing operational efficiencies
Documentation:
Create comprehensive product documentation