The Contact Centre Tooling Product Specialist is a subject matter expert (SME) for the organisation’s Contact Centre tooling platforms, supporting the Contact Centre Tooling Product Owner to ensure that platform changes and deliveries are fit for purpose, operationally effective, and aligned to approved business requirements.

The role focuses on platform capability, configuration, integrations, and delivery assurance, working closely with Channel Operations (ChOps), vendors, and internal/external technology teams. The Product Specialist does not own product strategy, roadmap, or prioritisation decisions, but plays a critical role in ensuring solutions work effectively in practice.

 

Contact Centre Tooling Subject Matter Expertise

• Act as a Contact Centre tooling SME, providing expert knowledge on contact centre tools.
• Support the Product Owner by validating that proposed solutions and deliveries are ...