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Senior Contact Center Product Owner

Western Alliance Bancorporation
dental insurance, tuition assistance, 401(k)
United States, Arizona, Phoenix
Apr 30, 2025
Job Title: Senior Contact Center Product Owner Location: Block 23 What you'll do: As a product leader in the bank, you are responsible for the product vision for the Customer Contact and Call Center ecosystem that powers our service and sales fulfillment customer experiences through voice, chat, messaging, SMS, and self-service/AI channels. You are entrepreneurial, a builder, an innovator with a passion to see your ideas turn into positive impact for our clients. With the goal of ensuring a positive customer experience leveraging various functional components to deliver an outstanding experience for our customers, you will work closely with business stakeholders to create a charter, vision, backlog, epics, features, and more. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the experience across lines of businesses in the bank. This role requires a unique blend of product ownership, contact center expertise and technical acumen. Collaborate with business stakeholders to define the project charter, vision, and roadmap. Develop and maintain the product backlog, including epics, features, and user stories. Function as a Scrum Master, facilitating Agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives. Ensure the team follows Agile/Scrum best practices and principles. Actively plan for, participate in, and contribute to PI Planning events. Utilize Azure DevOps to manage and track project progress. Align platform capabilities of Genesys Cloud Platform and Dynamics 365 CRM with business requirements. Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency. Coordinate evaluation of scope change, estimates, priority, and trade-offs with Business and Technical Stakeholders. Continually drive business improvements by bringing forward actionable insights to counterparts in the enterprise. Analyze metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets. Provide guidance and support to the development team to ensure successful delivery of project goals. Monitor and report on project progress, risks, and issues. What you'll need: 8+ years of experience in a contact center transformation & operations role. Genesys Contact Center Experience, Product Ownership, Contact Center operations, Technical Acumen, Communication & Collaboration Proven experience as a Product Owner or similar role in Contact Center transformation & operations. Strong knowledge of Agile/Scrum methodologies and experience acting as a Scrum Master. Proficiency in using Azure DevOps for project management. Solid capability & feature set understanding of Genesys Cloud, Dynamics 365 CRM platforms. Technical acumen including software development, data integration & system architecture to participate in technical conversations. Excellent communication and people skills to work effectively with business stakeholders and technical teams. Strong analytical and critical thinking skills. Ability to prioritize and manage multiple tasks in a challenging environment. Experience working in an onshore-offshore model. Bachelor's degree in computer science, Information Technology, or a related field. Experience in leading Contact Center transformation projects (preferred). Certification in Agile/Scrum methodologies (e.g., Certified Scrum Product Owner, Certified Scrum Master) (preferred). Familiarity with other Contact Center technologies and platforms (preferred). Experience in Banking Industry (preferred). Benefits you'll love: We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. Western Alliance Bancorporation