Agent Experience Product Owner
This role supports the establishment and evolution of the Agent Experience. The position focuses on defining agent facing capabilities, shaping sequencing, and aligning delivery effort with operational value.

Key responsibilities
Define and evolve the product vision for Agent Experience within Service Reimagined
Identify and shape agent facing capabilities such as real time assist, summaries, and guidance
Determine feature sequencing based on readiness, dependencies, and impact
Partner with engineering and platform teams to estimate level of effort
Ensure alignment between automated experiences and agent workflows
Collaborate with operations to validate usability and adoption
Own backlog prioritization and sprint planning inputs
Measure impact on agent productivity, handle time, and quality

Key deliverables
Agent Experience product roadmap
Feature sequencing and dependency plans
Agent workflow and interaction designs
Adoption, productivity, and quality metrics

Required qualifications
Experience delivering agent desktop or contact center solutions
Strong product ownership and backlog management capabilities
Familiarity with AI assisted service and support tools
Ability to balance delivery speed with operational stability