Brillio

Call Center Dialer Management Product Owner (Acqueon) - R01544246

Job Description

Call Center Dialer Management Product Owner


Primary Skills
  • Call Center Dialer Management, Product Owner, (Acqueon)

    • Specialization
  • Call Center Dialer Management Product Owner (Acqueon)

    • Job requirements
  •  
    • Role: Call Center Dialer Management Product Owner (Acqueon)
    Location: Remote

  • Seeking an experienced and driven Product Owner specializing in Call Center Dialer Management with a deep understanding of Acqueon’s platform and its integration with contact center solutions like Twilio. This role will serve as the key liaison between business stakeholders, technical teams, and third-party vendors to optimize outbound and inbound dialing strategies, improve customer engagement, and ensure the seamless operation of the Acqueon suite. The ideal candidate will have a strong background in product ownership, call center technologies, and Agile development methodologies.
    •  
    Key Responsibilities:
    Product Vision & Strategy:
  • Define and maintain the product vision and roadmap for the Acqueon Dialer and Call Center Management solutions.
  • Collaborate with stakeholders to align dialing strategies with organizational goals and customer engagement objectives.
  • Identify new opportunities to enhance call center operations through Acqueon’s capabilities.
    • Requirement Gathering & Prioritization:
  • Gather, analyze, and prioritize requirements from business stakeholders, end-users, and technical teams.
  • Create and manage a well-defined product backlog, ensuring stories are clear, concise, and actionable.
  • Define acceptance criteria for all product features and enhancements.
    • Collaboration & Communication:
  • Act as the primary point of contact for Acqueon-related product matters within the organization.
  • Work closely with call center operations teams, IT, and third-party vendors to ensure successful delivery of initiatives.
  • Coordinate with stakeholders to ensure alignment on product features, timelines, and deliverables.
    • Implementation & Support:
  • Oversee the implementation of Acqueon Dialer solutions, ensuring seamless integration with CRM, IVR, and other contact center technologies.
  • Troubleshoot and resolve any issues related to the Acqueon platform in collaboration with technical teams.
  • Provide ongoing support and training to call center teams to maximize the platform’s efficiency and adoption.
    • Data-Driven Optimization:
  • Leverage analytics and reporting tools to measure the performance of dialing campaigns and overall system efficiency.
  • Recommend and implement improvements based on data insights and customer feedback.
  • Monitor compliance with regulatory requirements (e.g., TCPA, GDPR) in dialing operations.

    • Preferred Qualifications:
  • Experience in healthcare, financial services, or other regulated industries
  • Knowledge of CRM systems, IVR platforms - Twilio, and other contact center technologies.
  • Hands-on experience with Acqueon’s campaign manager, analytics, and reporting tools.
  • Knowledge of Agile frameworks, including experience working with Scrum teams.
  • Certifications in Acqueon, Agile Product Management (e.g., CSPO, SAFe), or equivalent.
  • Hands-on experience in journey orchestration and omnichannel contact strategies.
    •  
    Why should you apply for this role?
    As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The Advisory and Value Assurance (AVA) team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.
     
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