Product Owner, Telephony -12-month contract

With every job, there’s always the question of ‘why’. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Reporting to the IT Services Manager, the Product Owner, Telephony is responsible for defining the requirements and prioritizing work within Telephony Delivery Squad.

As the Product Owner, you will manage the squad’s backlogs and prioritize the scope of each sprint to consider a mix of enhancement and support workloads, severity of incidents and balancing of Business needs. The Product Owner will assist with the setting of the squad’s technology direction and be the primarily channel of communication between the technical staff within the squad and the business.

What You'll Do:

• Define, refine, and prioritize the squad’s Backlog focusing on ensuring quality of work to ensure the squad is delivering on activities with highest business value.
• Ensure customer and stakeholder value is delivered by the squad.
• Prepare, participate, and determine scope in Planning.
• Work with the Business Analysts to define and refine user stories, including the breakdown of epics into user stories.
• Work with peer Product Owners regarding cross-team dependencies and appropriate scheduling and prioritization of work
• Ensure day to day work tasks and support requests are prioritized and completed.
• Approve work as completed based on “definition of done”.
• Ensure that work items, in conjunction with support requests, are sufficiently defined and prioritized through continuous refinement of the backlog.
• Make appropriate Telephony scope and content decisions.
• Identify squad and program risks and dependencies and ensure planning reflects both.
• Participate in Project Portfolio Strategic Review & Budget Planning, Portfolio Review & Prioritization, Portfolio Working Group Alignment, and other Support forums, as needed.
• Sit on various OTIP Boards (e.g., Project Portfolio Governance Board, Data Governance Board, FinOps – Cloud Operations Board), as needed.
• Coordinate the release of completed work through the Delivery Life Cycle.

Let’s Talk About You:

• Previous experience as a Capability Owner (Product Owner) in Agile environments.
• Proficiency in defining and utilizing key Agile metrics to measure squad’s performance and project success.
• Understanding of Agile project management tools and methodologies
• Ability to integrate data-driven insights into decision-making processes.
• Extensive experience with CCaaS and UCaaS telephony platforms. Experience with Nice CXOne and Microsoft Teams preferred.
• Strong understanding of Contact Center operations and processes.
• Working knowledge of Workforce Management an asset.
• Previous work with telephony carriers and vendors an asset.
• Strong understanding and application of lean principles in experience design.
• Ability to translate business needs into product features.