Functional Product Owner

The ideal candidate has a deep understanding of Contact Center operations and is able to translate business and operational needs into scalable, global product capabilities.This role requires close collaboration with Product, Technical and Operations teams in a global, agile, and multi-country environment, with a strong focus on customer experience and operational efficiency.Main tasks and accountabilities will be:Own and drive the functional vision and roadmap of the Contact Center platform, covering:Omnichannel Interaction Manager (Genesys Cloud)CRM Customer File / Customer View (MS Dynamics)Integrations with other platforms (Voice of Customer, Security, Data Lake, etc.)Act as the end-to-end functional owner of remote servicing and omnichannel interaction capabilities used by Contact Center service teams.Collaborate closely with country programs to:Understand local operational needsIdentify globally reusable capabilitiesBalance local requirements with global product opportunitiesTranslate business and operational needs into:Functional definitionsUser storiesServicing requirements for IT delivery teamsWork actively with technical teams and Product Managers, participating in:Backlog prioritizationRelease planningFunctional validationStakeholder managementMaintain functional documentation up to date in Confluence and Jira.What do we expect from you? Proven experience in Product Ownership and/or Functional Analysis, specifically in:Contact Center platformsRemote servicing and omnichannel environmentsStrong understanding of:Contact Center operationsOmnichannel customer service modelsOperational KPIsDemonstrated ability to translate business requirements into product backlog items.Experience working with operational and technical teams in Agile environments (Scrum, Kanban). Strong knowledge of:Customer interaction workflowsAgent servicing processesOmnichannel operationsExcellent stakeholder management and communication skills.Strong prioritization, roadmap management and documentation skills.Ability to work autonomously in complex, cross-functional and global environments.Experience in global and multi-country product organizations.Fluent English (C1 level).

Work Format100% remote (within Spain)Work Schedule Business hours (40 hours weekly with 1 hour for lunch). What can we offer? 23 days of Annual Leave plus the 24th and 31st of December as discretionary days! Numerous benefits (Health Care Plan, teleworking compensation, Life and Accident Insurances). `Retribución Flexible ´ Program: (Meals, Kinder Garden, Transport, online English lessons, Health Care Plan...)Free access to several training platformsProfessional stability and career plansUST also, compensates referrals from which you could benefit when you refer professionals.The option to pick between 12 or 14 payments along the year.Real Work Life Balance measures (flexibility, WFH or remote work policy, compacted hours during summertime...)UST Club Platform discounts and gym Access discountsIf you would like to know more, don't hesitate to apply and we'll get in touch to fill you in detail. We are waiting for you! In UST we are committed to equal opportunities in our selection processes and do not discriminate based on race, gender, disability, age, religion, sexual orientation or nationality. We have a special commitment to Disability & Inclusion, so we are interested in hiring people with disability certificate.

More in details, UST is a multinational company based in North America, certified as a Top Employer and Great Place to Work company with over ****** employees all over the world and presence in more than 35 countries. We are leaders on digital technology services, and we provide large-scale technologic solutions to big companies.What we look for?