"Alerted.org

Product Owner with Contact Center Analytics

Key Responsibilities:

+ **Strategic Guidance:**

+ Define and prioritize KPIs and metrics across contact center domains (Queues, Agents, Bots, Journeys, CX, Capacity, Performance, Network, and Business).

+ Recommend dashboards that deliver **prescriptive insights** , not just descriptive metrics.

+ Identify what **not to build** —filter out redundant or out-of-the-box metrics already available in Genesys.

+ **Collaboration & Enablement:**

+ Work closely with the IDE team to guide data capture strategies from Genesys and other platforms.

+ Collaborate with SMEs (e.g., Anbu) for deeper Genesys integration and terminology alignment.

+ Act as a bridge between business needs and technical implementation, ensuring dashboards align with operational goals.

+ **Insight Development:**

+ Suggest proactive interventions based on real-time data (e.g., agent reallocation to prevent SLA breaches).

+ Help correlate contact center metrics with system/network/backend performance for SPOG (Single Pane of Glass) visibility.

+ **Architecture Awareness:**

+ Understand the existing data pipeline architecture (e.g., WebSocket subscriptions to Genesys Notification Services API).

+ Provide input on optimal data sources and streaming strategies for Grafana dashboards.

Required Skills & Experience:

+ **Contact Center Expertise:**

+ Strong understanding of contact center operations, KPIs, and performance metrics.

+ Familiarity with Genesys Cloud and its data capabilities (basic knowledge sufficient; deeper expertise supported by SMEs).

+ **Analytics & Dashboarding:**

+ Experience in guiding dashboard development for operational insights.

+ Ability to translate business needs into actionable metrics and visualizations.

+ **Communication & Leadership:**

+ Excellent communication skills to interact with delivery teams, SMEs, and stakeholders.

+ Ability to lead without direct authority and influence dashboard strategy.

Preferred Qualifications:

+ Experience with observability platforms like Splunk, Dynatrace, Grafana.

+ Exposure to AI-powered insights and predictive analytics in contact center environments.

+ Familiarity with real-time data streaming and WebSocket APIs.

Salary and Other Compensation:

Applications will be accepted until 10/31/2025.

The annual salary for this position is between $ 80,000– $ 130,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

+ Medical/Dental/Vision/Life Insurance

+ Paid holidays plus Paid Time Off

+ 401(k) plan and contributions

+ Long-term/Short-term Disability

+ Paid Parental Leave

+ Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.