Job Title

Product Owner – NICE CXone Contact Center

Role Summary The NICE CXone Product Owner is responsible for defining and prioritizing the product roadmap, managing business requirements, and driving enhancements across the NICE CXone platform. The role partners with contact center operations, customer service, business stakeholders, architects, and engineering teams to optimize customer experience, improve agent productivity, and enable current digital and AI-driven capabilities.

Key Responsibilities

Product Strategy & Roadmap

- Own the NICE CXone product vision and roadmap.

- Align contact center capabilities with business objectives and customer experience goals.

- Evaluate new NICE CXone features and recommend adoption strategies.

- Drive continuous improvement initiatives across voice and digital channels.

Requirements Management

- Gather requirements from business stakeholders, operations teams, customer service leaders, and end users.

- Translate business needs into epics, features, user stories, and acceptance criteria.

- Prioritize backlog using business value, operational impact, and regulatory requirements.

- Maintain product documentation and process workflows.

NICE CXone Platform Ownership

- Lead initiatives involving:

- Omnichannel Routing





- IVR / Self-Service

- ACD Configuration

- Workforce Management (WFM)

- Quality Management (QM)

- Interaction Analytics

- Recording & Compliance

- Agent Assist and AI capabilities

- Reporting & Dashboards

- Digital Channels (Chat, SMS, Email, Social)

These are core NICE CXone capabilities used to manage contact center operations and customer interactions. [nice.com], [nice.com], [help.nicecxone.com]

Agile Product Ownership

- Act as Product Owner for Agile teams.

- Lead backlog grooming, sprint planning, reviews, and retrospectives.

- Define MVPs and release scope.

- Make trade-off decisions between scope, schedule, and business value.

- Collaborate with Scrum Masters and engineering teams.

Stakeholder Management

- Partner with:

- Contact Center Operations

- Customer Service Leadership

- Digital Experience Teams

- IT Delivery

- Vendor/NICE Support Teams

- Compliance and Risk Teams

- Present roadmap updates and solution recommendations to leadership.

Analytics & Continuous Improvement

- Monitor operational KPIs and customer experience metrics.

- Identify opportunities for automation and AI adoption.

📌 Product Owner – NICE CXone Contact Center (India)
🏢 Cognizant
📍 India