Technical Product Owner II, Contact Center (Hybrid)

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

As part of the Contact Center Engineering team, the Technical Product Owner II, Contact Center will have daily responsibility to support the product team working with stakeholders to create and maintain a product portfolio in support of scalable Contact Center virtual agent (Bot) solutions, ensuring that initiatives support the corporate vision. The ideal candidate will have a technical background, excellent project management skills, and a strong understanding of AI and machine learning technologies. This candidate should also possess analytical skills to produce proper metrics for monitoring Bot and interaction performance with a focus on solving business problems.

Primary/Key Responsibilities

• Align product goals with business objectives and customer needs
• Collaborate with stakeholders, including, but not limited to business leaders and developers, to gather and prioritize product requirements.
• Conduct market research and identify opportunities for generative AI within the organization.
• Work closely with engineering teams to ensure the successful implementation of product features and enhancements.
• Create and maintain detailed project plans, timelines, and documentation. This includes effectively creating and maintaining Jira stories to facilitate product delivery.
• Act as the point of contact for product-related inquiries and updates.
• Focus on enhancing the user experience by optimizing bot interactions and improving conversational flows.
• Define key performance indicators (KPIs) and metrics to measure product success. Monitor product performance and implement corrective actions as needed. Prepare regular status reports and presentations
• Create Analytical interfaces such as dashboards and reports to facilitate visibility into the efficacy of deployed contact center technology solutions
• Foster a collaborative and productive team environment, ensuring clear communication and efficient workflow.
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred 

Minimum Qualifications

• Bachelor’s Degree or equivalent
• 3+ years of related experience in a Product or related role
• Proven experience as a Product Owner or similar role in the AI, machine learning, or software development industry.
• Strong technical background with hands-on experience in AI technologies, including LLMs, RAG, prompt engineering, natural language processing (NLP), and machine learning.
• Excellent project management skills, with the ability to manage multiple priorities and meet deadlines.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Experience with agile development methodologies and tools such as Jira, Confluence, or similar.
• Strong flowcharting skills with tools such as LucidChart.
• Passion for innovation and a deep understanding of the latest trends in AI and virtual agent technologies.
• Demonstrated experience managing and leading technical teams.
• Strong knowledge and understanding of Integration and API methodologies
• Proven ability to effectively create presentation slides to facilitate understanding of technical solutions to various audiences
• Working knowledge of Contact Center Technology practices and solutions, for instance Genesys CTI.
• Interpersonal, communication, presentation, and organizational skills

 Preferred Qualifications

• Professional certifications related to virtual agents (GCP, Dialogflow, LUIS, LEX, etc)
• Experience with Enterprise CRM systems, such as Salesforce
• Experience working in the online education or test preparation industry
• Working knowledge of, and experience with, contact center best practices, business processes, and operations

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is an Equal Opportunity Employer.   Our employees’ diverse range of perspectives, ideas, and backgrounds give Kaplan a competitive edge in anticipating and surpassing the needs of our students in today's global marketplace. We are dedicated to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We strongly believe that diversity strengthens our organization, fuels innovation, and improves our capacity to effectively serve our customers and communities.  Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.