Responsibilities
- Work closely with the Product Owner and business representatives to establish the project's purpose, strategic direction, and long-term plan
- Create, update, and manage the product backlog, encompassing epics, features, and user stories
- Facilitate the rollout and implementation of new functionalities for Contact Center Operations and Technology Enablement teams
- Ensure business needs are accurately reflected in platform functionality across Genesys Cloud and Dynamics 365
- Serve as the liaison between technical teams and business units to promote clear, consistent communication
- Offer direction and assistance to development teams to support on-time and effective delivery
- Monitor project milestones, risks, and challenges, and provide regular updates
- Handle and resolve ServiceNow support tickets, including first-line support for contact center staff and management using Genesys Cloud telephony
