Product Owner

Product Owner - (Contact Center / Omnichannel)

Location: Charlotte, NC (Hybrid)

Reports to/Team Dynamic: Collaborates with cross-functional product, engineering, contact center technology, and business teams.

Rate: $50-$60/hour W2

Employment Type: Contract-to-Hire

About the Role:

Brooksource is seeking an experienced Product Owner to support a leading financial services organization in Charlotte, NC. This individual will play a key role in enhancing customer-facing contact center technology, with a focus on interactive voice response (IVR), virtual assistants, self-service capabilities, and omnichannel customer experiences.

In this role, you'll help shape how customers interact with digital and voice-based services, making everyday experiences more efficient, intuitive, and seamless. You'll work closely with business stakeholders, engineering teams, and technology partners to translate customer needs into actionable product enhancements.

The ideal candidate brings hands-on product ownership experience, a strong understanding of contact center environments, and the ability to drive initiatives from requirements gathering through successful delivery.

What You'll Do:

• Own and prioritize the product backlog, including epics, user stories, acceptance criteria, and roadmap initiatives.
• Partner with business stakeholders and technical teams to gather requirements, define business rules, and identify opportunities to improve customer experiences.
• Support enhancements to contact center platforms, including IVR, virtual agents, call routing, customer authentication, and self-service capabilities.
• Collaborate with engineering, UX, and platform teams to improve customer journeys and ensure seamless transitions between automated systems and live representatives.
• Participate in Agile ceremonies, including backlog refinement, sprint planning, testing, and product acceptance.
• Coordinate cross-functional dependencies, troubleshoot delivery challenges, and support successful product releases.
• Monitor product performance and customer interaction data to identify opportunities to improve self-service adoption, customer resolution, and operational efficiency.

What You Bring:

• Experience as a Product Owner, Product Manager, or in a similar role supporting customer-facing technology initiatives.
• Experience working with contact center technology, omnichannel customer experiences, IVR, or customer self-service platforms.
• Strong understanding of Agile methodologies, backlog management, user stories, and acceptance criteria.
• Experience gathering business requirements and collaborating with both technical and nontechnical stakeholders.
• Familiarity with contact center platforms such as Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, or similar technologies is preferred.
• Understanding of system integrations, APIs, customer authentication, and digital customer journeys.
• Strong communication, analytical, and problem-solving skills, with the ability to manage competing priorities and drive projects through delivery.

Why Join Us?

• 401(k) Matching Plan
• Medical, Dental, & Vision Plans
• Relationship Driven Process to Find Your Best Fit
• 6 Paid Holidays
• Regular Meetings to Ensure Quality in Your Engagement

How to Apply:

Interested in helping shape the future of customer service technology? Apply today through Indeed! Our recruiting team will review your application and reach out if your background aligns with the opportunity.

About Us:

At Brooksource, relationships are the foundation of everything we do. Since 2000, we've built lasting partnerships with clients, consultants, and internal teams to deliver an exceptional experience across every engagement. As a trusted IT and Engineering services provider, Brooksource supports Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our proprietary Workforce Transformation program. Whether you're hiring for software development, cloud computing, cybersecurity, data analytics, or enterprise IT, our customized staffing solutions are designed to align with your company's unique goals, culture, and technology stack. We offer flexible hiring models, including contract, contract-to-hire, and direct placement to meet your evolving business needs.

We are a certified partner of leading platforms, including Salesforce, AWS, Microsoft, and Google Cloud, enabling us to deliver scalable, end-to-end technology solutions. With a growing national footprint, Brooksource is redefining expectations in IT consulting, engineering services, and technology workforce solutions.

Brooksource is a top consulting and professional services provider specializing in IT and Engineering solutions for Fortune 500 companies and the public sector. It utilizes a national network of over 25,000 consultants, local and national delivery engines, as well as strategic partnerships with industry-leading technology providers to support its customers' high-impact initiatives.

EEO Statement:

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Benefits & Perks

Benefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee's needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.