Head of Product – Contact Centre Capability

The role of Head of Product for Contact Capability is crucial in leveraging contact centre technologies to drive customer and agent experiences and ultimately business success. This position is responsible for ensuring that all introduced capabilities meet or exceed business expectations, with a particular focus on maximizing the value of core functionalities like the newly implemented Genesys Cloud platform. As the Head of Product, you will lead a team of Capability Leads and Product Owners in supporting the implementation and measurement of continuous change aligned with the Product Vision and Key Results (OKRs). Your efforts will contribute to achieving the overarching EUI Targets in line with the company's strategy. Key responsibilities include: Strategic Alignment : Collaborate with Engineering and Delivery teams, and across business areas, to align contact and technology strategies with the company's strategic goals. Capability Development : Focus on core capabilities across contact centres and agent experiences, ensuring features are developed for utilization by other Agile Release Trains (ARTs) in the business. Stakeholder Engagement : Work closely with key stakeholders to gather, analyse, prioritize, document, and communicate requirements for change, ensuring alignment with business strategies. Innovation and Improvement : Drive innovation in contact centre capabilities, seeking opportunities for advancement, and feeding insights into Product Leads to shape future strategy. Team Leadership : Lead a multi-skilled team, managing performance and fostering a culture reflecting the Admiral pillars of Communication, Equality, Reward and Recognition, and Fun. Continuous Improvement : Promote a culture of continuous improvement, managing and mentoring team members to drive development and instil best practices. Collaboration and Communication : Work collaboratively with Product Leads across Value Streams and Capabilities to ensure effective processes are followed to achieve business results. Key attributes for success in this role include strong communication skills, ability to collaborate and build relationships, experience with agile practices, and an innovative mindset. The role requires the ability to analyse data, prioritize effectively, and challenge decisions based on evidence and experience. In summary, the Head of Product for Contact Capability is pivotal in ensuring that contact centre technologies are effectively implemented and utilized to meet the strategic goals of the business, fostering innovation, collaboration, and continuous improvement.

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