Product Owner - Contact Center Technology & AI Initiatives

About the role

A US insurance group, one of the largest insurers in the world, is recruiting a Product Owner through its Capgemini partner (FBS) to support a new technology-focused initiative in its Contact Center. The role acts as a key liaison between business teams, IT, external vendors and stakeholders, with a strong focus on vendor management and AI-driven initiatives.

Key responsibilities

• Coordinate efforts across business, IT, vendors and external partners.
• Manage relationships with technology vendors, including AI solution providers.
• Drive project execution, tracking milestones, dependencies and deliverables.
• Support integrations between internal systems and third-party platforms.
• Partner with stakeholders to implement innovative Contact Center solutions.
• Provide visibility and communication across multiple initiatives.

Required profile

• 3+ years of experience as a Product Owner or similar role.
• Strong experience managing technology vendors and external partners.
• Cross-functional experience with business and IT teams.
• Exposure to AI technologies or AI-enabled solutions.
• Preferred: Contact Center or customer experience experience, platform integration experience, and exposure to Amazon, Google or similar ecosystems.

Required skills

• Agile/Scrum product ownership, backlog prioritization and user story writing.
• Change management, stakeholder management and cross-functional collaboration.
• Software/tool skills: SharePoint, Microsoft Copilot Studio, Power BI, contact center platforms, GenAI/LLM platforms, Office Suite.

What we offer

• Competitive salary and performance-based bonuses.
• Comprehensive benefits, private health insurance and pension plan.
• Career development and training, paid time off.
• Flexible work arrangements (remote and/or office-based).