Agent Experience Product Owner

Job Summary

We are seeking an experienced Agent Experience Product Owner to support the design, delivery, and evolution of agent-facing capabilities within modern service platforms. This role focuses on defining product vision, sequencing features for maximum operational value, and ensuring alignment between automated experiences and agent workflows.

The ideal candidate has strong product ownership experience in contact center or agent desktop environments and is comfortable working with AI-assisted service tools.

Onboarding Requirement

Due to additional onboarding requirements, a mandatory meet-and-greet is required prior to assignment start.

Candidates must be willing to visit the nearest designated office or onsite location to meet with a project team representative

If the candidate is not local, travel will be covered

If travel is arranged and the candidate later declines the offer, associated costs will be the responsibility of the vendor

Key Responsibilities

Define and evolve the product vision for Agent Experience capabilities

Identify and shape agent-facing features such as real-time assistance, interaction summaries, and contextual guidance

Determine feature sequencing based on readiness, dependencies, and operational impact

Partner with engineering and platform teams to estimate level of effort and delivery timelines

Ensure alignment between automated service experiences and agent workflows

Collaborate with operations teams to validate usability, adoption, and effectiveness

Own product backlog prioritization and provide inputs for sprint planning

Measure and report impact on agent productivity, handle time, and quality

Key Deliverables

Agent Experience product roadmap

Feature sequencing and dependency plans

Agent workflow and interaction designs

Adoption, productivity, and quality performance metrics

Required Qualifications

Experience delivering agent desktop or contact center solutions

Strong product ownership skills, including backlog management and prioritization

Familiarity with AI-assisted service and support tools

Ability to balance rapid delivery with operational stability

Excellent collaboration, communication, and stakeholder management skills

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.