Technical Product Owner - CCaaS

Technical Product Owner - CCaaS (NICE CXone)

📍 Reading / Dublin / Perth (Hybrid)
📅 6-month contract

We're recruiting for an experienced Technical Product Owner to take end-to-end ownership of a customer engagement (CCaaS) platform across the UK and Ireland.

This is a key role within the digital and AI function, working closely with senior stakeholders to drive platform performance, optimise costs, and support ongoing platform enhancements following a recent go-live.

The Role

You will act as the platform owner for a critical customer service platform, responsible for managing delivery, backlog prioritisation, and stakeholder engagement across multiple markets.

Working alongside the Delivery Lead, you'll operate in a traditional TPO capacity, ensuring roadmaps are executed effectively and aligned to business priorities.

Key Responsibilities

• Own and manage the CCaaS platform across UK & Ireland
• Drive cost reduction initiatives, including shifting customers from telephony to digital channels
• Lead backlog management and Agile ceremonies
• Work closely with stakeholders across UK & Ireland, including senior leadership
• Collaborate with Delivery Lead / Scrum Master to ensure effective platform delivery
• Manage and challenge vendor relationships and platform performance
• Support ongoing platform development following recent go-live

Requirements

• Proven experience as a Technical Product Owner within customer platforms
• Strong background in CCaaS / telephony systems (NICE CXone, Genesys, Amazon Connect, Avaya or similar)
• Experience managing back end integrations and digital platform enhancements
• Exposure to AI-enabled customer platforms is highly beneficial
• Strong stakeholder management and cross-market collaboration skills
• Comfortable operating in a fast-paced, Agile delivery environment

Additional Information

• Hybrid working - 2 days per week in the office
• Location flexible across Reading, Dublin or Perth
• 2-stage interview process
• Immediate start preferred