Demonstrates expertise in managing product backlogs and defining user stories within Agile environments, with a strong focus on Workforce Management and contact center technology solutions. Proven ability to collaborate with cross-functional teams to drive operational improvements and ensure compliance with governance and regulatory requirements.

Highest-signal resume keywords

Product Backlog ManagementAgile Frameworks (Scrum, Kanban)Workforce Management Platforms (Verint, NICE, Genesys)Stakeholder ManagementAnalytical Problem-Solving

About the role

Key responsibilities & impact

Own and manage the product backlog for one or more Workforce Optimization product domains
Partner with Product Managers, Technology Leaders, Architects, and Delivery Teams to translate roadmap initiatives into actionable user stories, detailed requirements, and clear acceptance criteria
Lead backlog refinement activities to ensure work is prioritized, estimated, and development-ready
Serve as a liaison between business stakeholders and technology partners
Collaborate with engineering teams throughout the software development lifecycle to clarify requirements, resolve obstacles, validate solutions, and support implementation
Define and maintain business rules, acceptance criteria, and functional requirements
Participate in Agile ceremonies including sprint planning, backlog grooming, daily stand-ups, sprint reviews, retrospectives, and release planning
Drive prioritization decisions balancing strategic commitments, customer value, operational needs, risk considerations, and technical dependencies
Maintain transparency through backlog management and communication of priorities, dependencies, risks, and delivery timelines
Ensure product initiatives comply with governance, regulatory, risk, privacy, and security requirements
Evaluate complex business, operational, and strategic initiatives and provide recommendations
Identify opportunities to improve efficiency, quality, scalability, and operational effectiveness through technology-enabled solutions
Develop and maintain cross-functional partnerships across business, operations, technology, risk, compliance, and vendor organizations
Provide thought leadership and execution support for workforce optimization programs, services, and initiatives

Requirements

What you’ll need

4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through work experience, training, military experience, or education
Experience managing product backlogs, defining user stories, developing acceptance criteria, and partnering with development teams within Agile delivery environments
Experience supporting product strategy execution, roadmap delivery, and feature prioritization for workforce management and contact center technology solutions
Strong knowledge of contact center operations and Workforce Management disciplines, including forecasting, capacity planning, scheduling, intraday management, real-time operations, workforce engagement, and performance analytics
Experience supporting Contact Center as a Service (CCaaS) platforms and related transformation initiatives
Proven ability to collaborate with software engineering teams to deliver technology solutions from concept through implementation and adoption
Experience with Agile frameworks and tools including Scrum, Kanban, Jira, Confluence, and related product management platforms
Strong understanding of release planning, dependency management, prioritization methodologies, and cross-functional delivery coordination
Experience with Workforce Management and Workforce Engagement platforms such as Verint, NICE, Genesys, Alvaria/Aspect, Intradiem, Five9, or similar solutions
Demonstrated success driving measurable operational improvements through workforce optimization technologies and process enhancements
Strong analytical, problem-solving, and decision-making skills with the ability to leverage data and customer insights to influence outcomes
Experience establishing scalable and repeatable processes that improve delivery execution, team effectiveness, and customer experience
Excellent communication, facilitation, stakeholder management, and executive presentation skills
Ability to work successfully in a fast-paced environment, manage competing priorities, and lead through ambiguity while maintaining a customer-centric and outcome-oriented mindset
Experience leading Workforce Management modernization efforts, contact center transformation programs, or CCaaS migrations is highly preferred
Ability to work in a hybrid schedule
Must not require visa sponsorship
Relocation assistance is not available

Benefits

Comp & perks

Hybrid work schedule
Equal opportunity employment
Medical accommodation available during recruitment or interview
Drug-free workplace

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Story DevelopmentAcceptance Criteria DefinitionRelease PlanningDependency ManagementOperational EffectivenessForecastingCapacity PlanningSchedulingPerformance AnalyticsCCaaS Platforms

Soft Skills

Communication SkillsFacilitation SkillsDecision-Making SkillsCustomer-Centric MindsetTeam Leadership

Tools & Technologies

JiraConfluenceAgile ToolsWorkforce Engagement PlatformsTechnology Solutions

Industry Keywords

Workforce OptimizationContact Center OperationsGovernance ComplianceRisk ManagementTransformation Initiatives