Role Description : -
Looking for a candidate with 8-11 years of experience.
This is a full-time on-site role located in Pune for a Dialer Integration Product Owner. The Product Owner will be responsible for managing and overseeing the day-to-day tasks associated with the integration of dialer systems. This includes collaborating with cross-functional teams, conducting business analysis, coordinating software development efforts, and ensuring effective communication throughout the integration process.
We're seeking a highly motivated and detail-oriented Product Owner to lead the charge in managing our dialer integration, setup, and ongoing operations within an Agile development framework. This role demands a deep understanding of leading dialer solutions like NGUCC, Genesys Cloud CX, and InContact, coupled with the ability to translate that knowledge into tangible business results for our sales team. You'll also play a key role in ensuring seamless integration with our existing lead management system.
Qualifications & Skills : -
- Should have a good understanding of leading dialer solutions like NGUCC, Genesys Cloud CX, and InContact
- Should have good experience in implementing a dialler solution integrated with Business CRM platforms
- Understanding of automatic dialing Modes (predictive, progressive, etc.) based on call volume, agent availability, and compliance regulations, prioritizing user stories for backlog refinement.
- Understanding of skills-based routing to connect callers with the most suitable agents based on skills and lead information, utilizing user stories for iterative development
- Should understand multi - dialler operations & Technical Evaluation.
- Analyze data from the dialer, lead management system, and CRM (if applicable) to identify performance bottlenecks and opportunities for improvement, prioritizing user stories for backlog refinement.
- Monitor key dialer performance metrics like call completion rate, agent talk time, hold times, and abandoned calls.
- Collaborate with the dialler vendor and development team to leverage new features or troubleshoot any arising technical issues, utilizing Agile methodologies for collaboration
- Maintain and update comprehensive documentation detailing dialer configuration, user guides, and troubleshooting procedures for the sales team.
- Work with the lead management system team to ensure smooth data flow between the dialer, lead management system, and CRM
- Identify opportunities to improve the lead management system based on agent and sales team feedback, working with the development team to implement enhancements through the Agile process.
- Should be able to Map data fields between the dialer, lead management system (app & web), and CRM to ensure accurate data transfer and reporting.
- Stakeholder Management
- Should have handled Large Scale Integration Projects
