Posted: 18 June
The role
Technical Product Owner – CCaaS (NICE CXone)
We’re recruiting for an experienced Technical Product Owner to take end-to-end ownership of a customer engagement (CCaaS) platform across the UK and Ireland.
This is a key role within the digital and AI function, working closely with senior stakeholders to drive platform performance, optimise costs, and support ongoing platform enhancements following a recent go‑live.
The Role
You will act as the platform owner for a critical customer service platform, responsible for managing delivery, backlog prioritisation, and stakeholder engagement across multiple markets.
Working alongside the Delivery Lead in Ireland, you’ll operate in a traditional TPO capacity, ensuring roadmaps are executed effectively and aligned to business priorities.
Key Responsibilities
Own and manage the CCaaS platform across UK & Ireland
Drive cost reduction initiatives, including shifting customers from telephony to digital channels
Lead backlog management and Agile ceremonies
Work closely with stakeholders across UK & Ireland, including senior leadership
Collaborate with Delivery Lead / Scrum Master to ensure effective platform delivery
Manage and challenge vendor relationships and platform performance
Support ongoing platform development following recent go‑live
Requirements
Proven experience as a Technical Product Owner within customer platforms
Strong background in CCaaS / telephony systems (NICE CXone, Genesys, Amazon Connect, Avaya or similar)
Experience managing back end integrations and digital platform enhancements
Exposure to AI‑enabled customer platforms is highly beneficial
Strong stakeholder management and cross‑market collaboration skills
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