SummaryProvide operational product experience ownership for the enterprise telephony platform within the Performance Enablement Organization (PEO). This role owns how the business experiences and uses telephony capabilities, while the Technology team owns the underlying platform and technical delivery.
The PXO serves as the primary liaison between Technology Product Owners, CX operational leadership, workforce management, quality, reporting, and enablement teams to ensure business needs are clearly translated, platform capabilities are fully understood, and configured solutions meet operational, compliance, and performance expectations.
You will define the operational vision and roadmap for telephony, including how call routing, IVR, omnichannel flows, integrations, and workload management support customer experience, agent workflows, service levels, and regulatory requirements across complex, multi-account environments. You will ensure consistent, scalable, and governed use of telephony capabilities across the CX enterprise, partnering closely with Operational Analysts who execute configuration, testing, and documentation within defined standards and priorities.
Your role in our mission- Own and manage the operational roadmap for telephony solutions, including standardization and optimization initiatives.
- Expert-level understanding of contact center operating models and how telephony design supports customer experience, agent efficiency, SLAs, KPIs, and regulatory compliance.
- Translate complex operational, compliance, and performance requirements into platform capabilities, configuration standards, and system requirements.
- Define and enforce enterprise governance standards for call flows, routing logic, IVR design, naming conventions, versioning, and change management.
- Ensure telephony designs are scalable, repeatable, and aligned to enterprise operating principles.
- Maintain strong documentation discipline, including operational standards, configuration guidance, governance artifacts, and platform runbooks.
- Serve as a trusted advisor and subject matter expert to CX operational leadership, workforce management, quality, and enablement partners.
- Act as the primary liaison between CX stakeholders and Technology Product Owners, ensuring shared understanding of business needs, operational intent, and platform capabilities.
- Partner with Technology Product Owners during sprint planning, backlog grooming, and delivery execution to preserve operational and compliance intent.
- Review analyst deliverables for quality, accuracy, alignment to standards, and operational feasibility.
- Provide guidance and mentorship to Operational Analysts supporting telephony configuration and optimization initiatives.
- Communicate complex telephony concepts in clear, executive-ready language to support leadership decision-making.
- Operate effectively in an agile, matrix-based environment.
What we're looking for- Bachelor's degree in Business Administration, Information Systems, Operations, Analytics, a related field, or equivalent relevant experience
- Extensive experience supporting or leading omnichannel contact center operations, with deep emphasis on telephony, AWS Connect strongly preferred
- Demonstrated experience providing operational product ownership or business consulting for enterprise CX platforms
- Strong experience working at the intersection of operations, WFM, and technology across complex, multi-account environments
- Deep experience with enterprise telephony platforms (e.g., AWS Connect, NICE CXone, Genesys, Verint, or comparable solutions)
- Demonstrated experience leading or scaling telephony capabilities beyond initial implementation
What you should expect in this role- Fully remote position.
- Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $80,600.00 - $115,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
