Product Owner
Description
Position Details:
Upland AU Ops Pty Ltd is thrilled to announce that we are looking for someone to join our team. We are currently seeking to find a Product Owner with experience in leadership and a sharp eye for detail. Duties and responsibilities Included the following but not limited to:
- Collaborating with Upland Panviva’s users to capture and document user stories and product requirements in order to achieve strategic business goals.
- Identifying and assessing inefficiencies within Upland Panviva's products, evaluating optimal user experience, and recommending improvements to the system functionality and behaviour.
- Collaborating with Development, QA, Design, and Product teams to enhance Upland Panviva's software products.
- Facilitating discussions and workshops to gather feedback from customers and stakeholders.
- Translating functional requirements into clear user stories and acceptance criteria for development and testing.
- Conducting regular product backlog refinement sessions to review and prioritise user stories based on factors such as customer value, business goals and technical feasibility.
- Analysing data from various sources, such as customer feedback, support tickets, and defect and enhancement request trends to develop BI reports to make data-driven decisions.
- Provide Insights and recommendations to Inform product strategy and development decisions.
- Documenting requirements clearly and comprehensively, Including functional and non-functional aspects.
- Analysing test results, Identifying Usability Issues, and making recommendations for Improvements.
- Developing and configuring Power BI dashboards to visualise and analyse usage data of the product features.
- Identifying usage patterns and trends to Inform feature prioritisation and Improvements
- Setting project goals, defining timelines, and allocating resources effectively
- Creating user and training documentation and conducting formal training classes.
Requirements
- 3+ years of product management experience, with at least 3 years in contact centre technology
- Proven experience with Genesys Cloud platform
- Hands-on experience with Microsoft Azure services and Copilot studio
- Deep understanding of knowledge management systems and practices
- Strong track record of delivering AI/ML-powered solutions in an enterprise environment
- Experience with agile methodologies and product development lifecycle
- Bachelor’s degree in computer science, Information Technology, or related field
Essential Technical Knowledge
- Microsoft Azure AI services and cloud architecture
- Microsoft 365 Copilot implementation and integration
- Genesys Cloud CX platform
- Knowledge management systems and taxonomies
- Contact centre operations and metrics
- Agile project management tools
- Data analytics and reporting
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