Call Center Dialer Management Product Owner - R01544245

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

Brillio LLC is a fast growing, pure play Digital Transformation Solutions and Services firm backed by Bain Capital private equity. Founded in 2014 and headquartered in Silicon Valley, Brillio is focused on delivering design led solutions for our customers. We are not an IT Services company trying to pivot and support the “next big thing.” As a digitally native company, everything we have done and will continue to do, will have this laser focus.

 

 

Seeking an experienced and driven Product Owner specializing in Call Center Dialer Management with a deep understanding of Acqueon’s platform and its integration with contact center solutions like Twilio. This role will serve as the key liaison between business stakeholders, technical teams, and third-party vendors to optimize outbound and inbound dialing strategies, improve customer engagement, and ensure the seamless operation of the Acqueon suite. The ideal candidate will have a strong background in product ownership, call center technologies, and Agile development methodologies.

- Define and maintain the product vision and roadmap for the Acqueon Dialer and Call Center Management solutions.

- Collaborate with stakeholders to align dialing strategies with organizational goals and customer engagement objectives.

- Identify new opportunities to enhance call center operations through Acqueon’s capabilities.

- Gather, analyze, and prioritize requirements from business stakeholders, end-users, and technical teams.

- Create and manage a well-defined product backlog, ensuring stories are clear, concise, and actionable.

- Define acceptance criteria for all product features and enhancements.

- Act as the primary point of contact for Acqueon-related product matters within the organization.

- Work closely with call center operations teams, IT, and third-party vendors to ensure successful delivery of initiatives.

- Coordinate with stakeholders to ensure alignment on product features, timelines, and deliverables.

- Oversee the implementation of Acqueon Dialer solutions, ensuring seamless integration with CRM, IVR, and other contact center technologies.

- Troubleshoot and resolve any issues related to the Acqueon platform in collaboration with technical teams.

- Provide ongoing support and training to call center teams to maximize the platform’s efficiency and adoption.

-Leverage analytics and reporting tools to measure the performance of dialing campaigns and overall system efficiency.

- Recommend and implement improvements based on data insights and customer feedback.

- Monitor compliance with regulatory requirements (e.g., TCPA, GDPR) in dialing operations.

•  Experience in healthcare, financial services, or other regulated industries

•  Knowledge of CRM systems, IVR platforms - Twilio, and other contact center technologies.

•  Hands-on experience with Acqueon’s campaign manager, analytics, and reporting tools.

•  Knowledge of Agile frameworks, including experience working with Scrum teams.

•  Certifications in Acqueon, Agile Product Management (e.g., CSPO, SAFe), or equivalent.

•  Hands-on experience in journey orchestration and omnichannel contact strategies.

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The Advisory and Value Assurance (AVA) team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

 

Know more about <PPE practice specific page link from Brillio website>

PPE: https://www.brillio.com/platform-and-product-engineering/

 

Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

 

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