Contact Center Product Owner

Requisition Number: 75159

The company built on breakthroughs. ​  
Join us.​          

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.  ​  

How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward. ​  

​At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.​   

​ Come break through with us.  

Corning’s businesses are ever-evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, automotive, and solar markets. We are changing the world with: 

• Trusted products that accelerate drug discovery, development, and delivery to save lives
• Damage-resistant cover glass to enhance the devices that keep us connected
• Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light
• Precision glass for advanced displays to deliver richer experiences 
• Auto glass and ceramics to drive cleaner, safer, and smarter transportation 
• Solar polysilicon, wafers, and innovative photovoltaic modules, enabling low-cost solar energy solutions

Scope of Position:

Corning IT is seeking an exceptional professional with strong leadership and strategic vision to join our team as Contact Center Product Owner.The Contact Center Product Owner will be responsible for defining and prioritizing the product backlog, collaborating with stakeholders to gather requirements, and working with Managed Service Providers (MSPs) and development teams to deliver solutions that meet business needs. The Product Owner also manages release cycles, addresses technical debt, and develops the technical product roadmap.

Responsibilities: 

Product Backlog and Delivery Management

• Define and prioritize the Contact Center as a Service (CCaaS) product backlog, ensuring alignment with business objectives
• Conduct regular backlog grooming sessions and sprint planning meetings with business stakeholders
• Collaborate with Managed Service Providers (MSPs) and/or development team to deliver the Contact Center as a Service (CCaaS) product backlog, ensuring timely and high-quality delivery of features and enhancements
• Manage release cycles, ensuring smooth deployment of new features and bug fixes.
• Address technical debt, proactively prioritizing and planning for its reduction to maintain platform health and performance

Stakeholder Collaboration and Requirements Gathering

• Collaborate with stakeholders to gather and document requirements, translating them into user stories and acceptance criteria
• Provide guidance to stakeholders on Contact Center as a Service (CCaaS) capabilities, helping them understand how to leverage the platform to achieve their goals
• Establish and maintain relationships with key business stakeholders who make decisions regarding product capabilities and priorities 
• Work closely with agile product delivery teams (internal / external) to set priorities to deliver and sustain the end-to-end customer experience

Platform Performance and Continuous Improvement

• Monitor and report on the performance of the Contact Center as a Service (CCaaS) platform, identifying areas for improvement
• Ensure that the organization is prepared to support the product once it is delivered. Collaborate with the Operations Manager, Product Line Manager, and DevSecOps Manager on day-to-day production issues, as needed

Technical Alignment and Leadership

• Coordinate with other stakeholders such as business, data, and IT architects to align product and platform architectures / strategies and capabilities according to agreed goals
• Serve as the technical lead on projects, overseeing the technical aspects of project delivery, guiding the development team, and ensuring adherence to best practices and standards
• Develop and manage the technical product roadmap, in conjunction with architect & Product Line Manager

Required Education/Experience/Skills 

Educational Qualifications

• Bachelor's degree in Information Technology, Computer Science, or relevant business degree

Relevant Professional Experience

• 3+ years of technical experience managing CCaaS platforms like Genesys Cloud, Amazon Connect, or NICE CXone
• Proven ability to manage multiple projects and priorities in a fast-paced environment
• Strong understanding of application development and deployment processes
• Working knowledge and proven experience working with a cross-functional team

Technical Skills

• Strong understanding of Contact Center as a Service (CCaaS) platform capabilities
• Hands-on familiarity with core contact-center capabilities such as: IVR/IVA design, webRTC, ACD/routing, omnichannel (voice, chat, email, SMS), WFM, quality management, and reporting/analytics
• Experience integrating CCaaS with CRM platforms (Salesforce Service Cloud, ServiceNow CSM, or similar)
• Effective in translating technical language into business language to bridge the gap between business and technical professionals
• Strong analytical and problem-solving skills

Communication and Personal Attributes

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Ability to communicate clearly and motivate others.
• Strong ability to deliver results
• Must be an independent self-starter and have proven ability to drive results and prioritize work activities.
• Positive energy and a get-it-done attitude.
• Demonstrated willingness to go the extra mile, maintain a positive attitude, possess agility and adaptability to change
• Ability to work through ambiguous situations
• Ability to learn quickly and transfer knowledge to others

Desired Education/Experience/Skills 

• Contact Center as a Service (CCaaS) or other appropriate certifications are a plus
• In-depth knowledge of commercial systems and experience managing IT solutions
• Experience with product marketing, customer experience, and commercial strategy
• Familiarity with Agile project management methodologies
• Experience with data analytics and reporting
• Exposure to change management practices, especially in large scale IT or CCaaS transformations
• Experience working with third party suppliers for solutions and/or services
• Ability to identify process improvement opportunities with CCaaS operations
• Understanding of regulatory requirements for CCaaS operations and data handling
• Prior experience as a Product Owner/Manager or similar role, with a focus on Contact Center

Travel Requirement 

• Up to 25%