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Company

Original Job Post

Baxter International Inc. · 2 days ago

Product Owner (Senior Manager) for Voice Services & Contact Center Solutions

Deerfield, IL

Full-time

Hybrid

Senior Level

$144K/yr - $198K/yr

10+ years exp

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Responsibilities

Lead a large, globally diverse agile team responsible for Voice Experience & Contact Center Solutions supporting levels 1-3.

Develop and implement the strategic vision for Unified Communication & Contact Center services aligned to the overall IT and business objectives.

Partner with senior IT leadership to develop the strategy for the global Infrastructure and Operations function.

Responsible for the design, implementation, and continuous improvement of IT Voice services & Contact Center Solutions.

Establish and monitor key performance indicators to measure effectiveness of the platform.

Champion a customer-centric approach to IT service delivery focusing on improving the end user, customer and patient experience.

Work closely with Enterprise Architecture, develop the product roadmaps based on customer feedback with the aim of a continuous improvement cycle.

Manage and prioritize the product backlog.

Carry the product vision and plan the product roadmap.

Manage relationships with external vendors and service providers to ensure delivery of high-quality services.

Lead and mentor an agile team of IT services professionals, providing guidance and support.

Ensure timely and effective incident resolution, problem management, and service request fulfillment with DevOps principles in mind.

Collaborate with other departments to understand their needs and align solutions accordingly.

Stay abreast of industry trends and technologies to make informed recommendations for improvement.

Plan and manage the overall budget for the IT services in scope.

Always look for ways to automate the solutions & services provided.

Work with Senior Leadership to develop the necessary structure, resources, and processes to manage the organization’s current activities and long-term projected growth.

Create business requirements and work closely with the partners and internal teams to guide the product development on all dimensions including content, timing, quality…

15% travel expected.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT Unified CommunicationContact Center managementCloud-based platformsLegacy on-prem solutionsUnified Communication/Contact Center product managementCCNP/CCIE collaborationMicrosoftGenesysAWSZoomSalesforceFive9AgileScrumProject ManagementContact Center as a ServiceSIP-based architecturesMicrosoft Voice SolutionsPSTN as a service modelIT securityData privacyCCaaS solutionsIT personnel managementService providers managementProblem-solvingCommunicationTeamworkDecision-makingAdaptabilitySelf-motivated

Required

Bachelor's degree in computer science or equivalent experience.

10+ years of IT Unified Communication and Contact Center services management experience, and familiarity with cloud-based platforms and legacy on-prem solutions.

Mandatory experience in Unified Communication/Contact Center product management.

Industry/Vendors certification (CCNP/CCIE collaboration, Microsoft, Genesys, AWS, Zoom, Salesforce, Five9, Nice,…).

Agile/Scrum/Project Management certifications.

Experience with Contact Center as a Service (CCaaS) solutions.

Previous experience as Product owner, Scrum master, SRE role.

Ability to communicate complex systems and ideas across multiple departments.

Experience with SIP-based architectures, Microsoft Voice Solutions, PSTN as a service model, …

Strong knowledge of IT security and data privacy best practices.

Self-motivated; works well with little supervision, works well in a team environment.

Must possess strong decision-making and problem-solving skills.

Comfortable working with ambiguity and change; able to work in a fast-paced environment.

Experience managing IT personnel and external service providers.

Preferred

Experience with SIP-based architectures, Microsoft Voice Solutions, PSTN as a service model, …

Benefits

Flexible workplace policy (minimum of 3 days onsite)

Equitable pay practices

Discretionary bonuses

Company

Baxter International Inc.

Glassdoor

3.7

For nearly a century, we have delivered on our commitment to saving and sustaining the lives of patients, working alongside clinicians and providers around the world.

Founded in 1931

Deerfield, Illinois, USA

10,001+ employees