Technical Product Owner

Company Overview:

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

This is a contract-to-hire opportunity with one of Arctiq 's clients. It's a remote position working EST hours.
Position Overview:

We are seeking a highly experienced Technical Product Owner / Principal Consultant to lead the strategic evolution of our contact center ecosystem and customer experience platforms. This role serves as the bridge between business strategy, product ownership, solution architecture, operational excellence, and technical delivery.

The ideal candidate will own platform strategy and architectural decision-making, with a strong focus on the Genesys ecosystem, while taking a holistic view across business processes, customer journeys, operations, technology, and organizational change. Approximately 50% of this role will focus on contact center transformation and Genesys platform optimization, with the remaining responsibilities centered around business consulting, product ownership, operational improvements, solution design, and technical leadership.
Responsibilities:
Product Ownership & Strategic Leadership

- Own the product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilities

- Partner with executive leadership to align technology investments with organizational objectives

- Develop business cases, transformation roadmaps, and strategic recommendations

- Create and prioritize use cases that drive measurable business value

- Balance business needs, technical feasibility, operational considerations, and customer experience requirements

- Serve as the primary liaison between business stakeholders, operations teams, architecture, and engineering organizations

- Manage relationships with external vendors, including Genesys and third-party managed service providers, ensuring alignment of platform strategy, service delivery, contractual obligations, licensing/subscription management, and business objectives

Consulting & Business Process Transformation

- Evaluate current-state business processes, workflows, and customer journeys

- Conduct operational and organizational assessments to identify inefficiencies, risks, and improvement opportunities

- Lead discovery workshops with business leaders and stakeholders

- Translate business challenges into actionable technology and process recommendations

- Provide strategic advisory services and thought leadership across customer experience initiatives

- Develop future-state operating models that improve service delivery, scalability, and performance

Contact Center & Genesys Platform Leadership

- Act as the primary subject matter expert and strategic owner for the Genesys platform

- Assess existing platform capabilities and determine optimization opportunities

- Own architectural decisions regarding contact center technologies, integrations, routing strategies, automation, and customer engagement solutions

- Drive right-sizing initiatives and modernization efforts across the contact center ecosystem

- Proactively identify opportunities to improve performance, reliability, efficiency, and customer experience

- Evaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce o