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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product management and business analysis within the contact center environment, focusing on Agile methodologies, product backlog management, and stakeholder collaboration. Proficient in analyzing business processes and driving software development lifecycle activities to deliver business value.
Highest-signal resume keywords
Product ManagementAgile MethodologiesContact Center ApplicationsBusiness AnalysisStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product Backlog ManagementUser Story DevelopmentAcceptance Criteria DefinitionPrototypingIterative DevelopmentMarket ResearchCompetitive AnalysisBusiness Process AnalysisRelease ForecastingProject Management Standards
Soft Skills
MentoringCommunicationCollaborationProblem SolvingLeadership
Tools & Technologies
IVRIVAAppDevTelephony
Certifications & Qualifications
CSPOCSMCALSAFe
Industry Keywords
Contact CenterFinancial IndustryCredit UnionCore ProcessingSoftware Launch
About the role
Key responsibilities & impact- Oversee the product backlog of existing and future Contact Center desktop IVR/IVA features.
- Drive associated software development lifecycle activities and communicate the product vision.
- Capture the voice of the customer in development through technology teams.
- Develop product release forecasts, product alignment, resource forecasts, and product roadmaps.
- Communicate market research, competitive analysis, product direction, forecasts, and changes.
- Work with Product Managers, stakeholders, leadership, and delivery teams to deliver business value.
- Create, communicate, prioritize, and sequence product backlog items and user stories.
- Schedule user stories into sprints and develop burndown and release forecast plans.
- Interview end users, member-owners, and stakeholders to gather and analyze requirements.
- Define acceptance criteria for epics and features.
- Participate in Agile planning, stand-ups, reviews, retrospectives, demos, and other Agile meetings.
- Prioritize and resolve project issues and provide direction during complex product development projects.
- Ensure projects meet time and budget schedules and follow project management standards.
- Analyze business processes and recommend solutions or improvements.
- Contribute to refinement of Agile and other methodologies.
- Interface with cross-functional groups to ensure deliverables and manage expectations.
- Mentor and lead team members and collaborate with the Scrum Master to coach development teams.
- Serve as a consultant across business, vendor, product development, project, and technology units.
- Maintain subject-matter expertise and monitor trends and best practices.
- Represent Velera at conferences, tradeshows, and vendor negotiations.
- Perform other related duties and projects as requested by management.
Requirements
What you’ll need- Bachelor’s degree in Business Management, Technology, or related experience preferred.
- Established background in launching software or services in partnership with engineering teams.
- High degree of proficiency in prototyping, iterative development, and understanding of Agile principles.
- Seven (7) years of product management and/or business analysis experience required, with 2-5 years focus in a contact center environment.
- Experience with the financial, credit union industry and core or account processing required.
- Experience with Contact Center specific applications: AppDev, telephony, IVR/IVA.
- CSPO, CSM, CAL, SAFe or other related Agile certifications preferred.
- This role is currently not eligible for sponsorship.
Benefits
Comp & perks- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment
- Psychological safety, wellbeing and belonging