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Job Description

The Product Owner is responsible for supporting one or more product development teams delivering agent-facing contact center experiences within an existing product or platform. This role focuses on improving frontline agent workflows, tools, and efficiency while supporting both delivery and discovery efforts across assigned product areas. They will contribute to the evolution of product vision and execution by translating customer, agent, and business needs into a prioritized backlog and actionable roadmaps. They partner closely with Engineering, Design, Data/Analytics, and business stakeholders to ensure product outcomes improve agent productivity, quality, and overall experience. This role operates as part of the cross-functional product leadership team (commonly referred to as the “Five in a Box”) and shares responsibility with the Engineering Manager for delivering outcomes for their assigned team(s).

•Contribute to defining and evolving the product vision, strategy, and roadmap for assigned agent-facing product areas, aligned to broader contact center and enterprise product strategies.

• Translate agent, customer, and business needs into clear product requirements, user stories, and near-term roadmap outcomes that support larger strategic objectives.

• Own and maintain a high-quality product backlog, ensuring alignment to product vision, roadmap, and delivery commitments. The backlog may include new agent functionality, discovery, production support, technical improvements, and operational health work.

• Define features, identify dependencies, write detailed user stories, and estimate work for upcoming quarters in close partnership with Engineering and Design.

• Collaborate with Engineering and UX partners to deliver intuitive, efficient agent workflows, balancing usability, scalability, and technical constraints.

• Support continuous discovery by contributing to user research, agent interviews, journey mapping, usability testing, and feedback loops with frontline users.

• Track, analyze, and report on product KPIs and team-level OKRs, with a focus on agent productivity, quality, and experience outcomes.

• Use operational data, experimentation results, and qualitative insights to identify issues, generate hypotheses, and recommend improvements to agent tools and workflows.

• Communicate progress, dependencies, risks, and learnings to Product Leadership and cross[1]functional stakeholders, escalating issues as appropriate.

• Partner closely with Contact Center Operations, Workforce Management, Quality, Training, CX, and Data teams to ensure operational realities and frontline needs are reflected in product priorities and delivery plans.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

•3-5 years of experience as a Product Owner, Business Analyst, Project Manager

• 3-5 years of experience working on software or digital products, with exposure to agile or iterative product development practices

• Demonstrated experience managing a product backlog and supporting delivery of features or components within a cross-functional team

• Strong communication and collaboration skills, with experience working across product, engineering, design, and business partners •Contact center agent experience platforms (agent desktops, CRM-embedded tools, knowledge management systems, guided workflows, or case/interaction management solutions)

•Salesforce

•Healthcare experience

•Understanding of frontline agent workflows and pain points

•Experience partnering with Contact Center Operations, Workforce Management, Quality, Training and CX

•Experience delivering AI enabled agent capabilities