Sr. Contact Center Product Owner

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

This position is a Senior Contact Center Product Owner for CVS Health's Contact Center initiatives. The individual in this role will lead the governance, communication, design, build and maintenance of our Contact Center as a Service (CCaaS) initiatives to ensure our business gets the most value out of our products. The Product Owner will work with IT and Business counterparts to inform and partner on our enterprise strategy, and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead IT Director, Contact Center Technology, this position is critical in supporting the development and implementation of the overall Contact Center strategy, while strategic business initiatives are met. This role will also involve indirect management of technical staff, including being the first point of escalation, prioritizing, and managing assignments from the product backlog.

• Lead the technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.

• Lead the technical alignment for launching the product and subsequent future enhancements or other product roadmap implementations.

• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with Contact Center Engineering and business counterparts.

• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.

• Accountable for keeping current on product releases and enhancements.

• Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.

• Contribute to the enterprise strategy for Contact Center and lead execution of enhancements and projects.

• Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.

• Liaise with the Contact Center Engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.

• Manage the communication of the priorities to stakeholders in a proactive manner.

• Stay up to date on emerging contact center technology.

• Required Qualifications

• 7+ years of experience in modern Software Development, Telecom, and Architecture.

• 3+ years of product owner type roles which involves governance, management, and driving alignment on technology initiatives.

• 3+ years of experience working in an Agile team, writing user stories, and managing backlogs.

• 2+ years of experience leading, engaging, and developing product owners and developers.

• 2+ years of managing Contact Center technology deployments.

Preferred Qualifications

• Experience managing best practices for all aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels.

• Experience enhancing user experience for contact center agents.

• Program/Project Management or Scrum Master experience with strong skillset in communications, tracking, reporting, risk management, and negotiation skills.

• UX experience.

• Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM).

• Knowledge of Quality Management Solutions.

• Knowledge of CCaaS solutions.

• Contact Center operations experience.

• Salesforce CRM experience.

• Prior hands-on software development experience in modern technologies.

• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.

• Customer obsessed. Experience influencing and consulting while solving business processes and / or technical problems to meet our business where they are.

• Master's degree

Education

• Bachelor's degree or equivalent experience (Highschool plus 4 years of relevant work experience).

Pay Range

The typical pay range for this role is

$118,450.00 - $284,280.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (~~~)

We anticipate the application window for this opening will close on: 02/02/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.