Product Owner - Five9 Dialer Platform

About the role

Miratech is hiring a Product Owner for its Five9 customer engagement platform, which supports large-scale service operations. The role works cross-functionally with Technology, Operations, Workforce Management, Analytics and external partners to turn business objectives into product requirements, manage the backlog and drive features that improve customer outreach, agent effectiveness and operational efficiency. It is based in London or Brighton, with three days a week in the office.

Key responsibilities

• Support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
• Gather business requirements with Contact Center Operations, Technology, Workforce Management, Compliance, Risk and Analytics teams, and turn them into user stories, acceptance criteria and prioritized backlog items.
• Take part in Agile ceremonies (sprint planning, backlog refinement, reviews and retrospectives).
• Coordinate new features, enhancements, upgrades and production releases, and support UAT, defect triage, production validation and release readiness.
• Monitor product performance and operational metrics to improve dialing strategies, agent experience and campaign effectiveness.
• Work with Five9 and technology partners on troubleshooting, enhancements and platform stability.
• Help implement new dialing capabilities, automation, integrations and workflow improvements.
• Write product documentation, process guides, release communications and training materials, and analyse user feedback to recommend improvements.
• Ensure platform capabilities meet regulatory, security and compliance requirements.

Required profile

• 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations or a related discipline.
• Experience working with Five9 Cloud.
• Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing and campaign management.
• Experience with CRM integrations, IVR, call routing or workforce optimization platforms.
• Understanding of contact center KPIs such as connection rates, occupancy, average handle time, abandonment rates and campaign performance.
• Familiarity with Agile, user stories, backlog management and sprint ceremonies.
• Experience with cross-functional Product, Technology, Operations and Vendor teams.

Required skills

• Jira, Azure DevOps, Confluence or similar Agile delivery tools.
• Nice to have: Genesys Cloud, NICE CXone, Amazon Connect, Power BI, Tableau, SQL, Excel, and regulated industry exposure.

What we offer

• Health insurance, language courses and a relocation program.
• Remote work flexibility.
• Certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive team with regular social events.