*Calgary, AB or Edmonton, AB Hybrid Contract Opportunity*
Lighthouse Technology Services is partnering with our client to fill their Agile Product Owner focused in SAP Call Center environments position! This is a 12+ month contract opportunity and will be hybrid (onsite 3-4 days/week) in Calgary or Edmonton, based on candidate's location. This role will be a T4 employee of Lighthouse Technology Services.
Position Overview
We are seeking a dynamic and experienced Agile Product Owner to join our team who has prior experience working in an SAP Call Center Environment. The ideal candidate will have strong delivery skills, hands-on SAP CRM expertise in a Call Center environment, and excellent storytelling abilities. This person plays a key role in working with our Call Center Agile Team in sprint planning, building stories and testing.
What You'll Be Doing:
- Craft compelling narratives that communicate product vision and inspire stakeholders.
- Translate customer needs into detailed requirements and user stories, collaborating with design and IT teams for delivery.
- Lead the Customer Care Agile SCRUM team, facilitating grooming sessions, stakeholder reviews, and daily scrums.
- Work with other Product Owners and delivery teams to integrate new technologies and methodologies for improved customer interactions.
- Use user-centered design thinking to enhance experiences for Customer Care agents, analyzing and improving key performance indicators.
- Partner with cross-functional teams to finalize project plans and ensure business goal alignment.
- Lead prioritization meetings to balance customer experience, performance, and operational support.
- Leverage advanced data analysis to generate insights and inform improvements.
- Conduct User Acceptance Testing to ensure quality delivery.
What You'll Need to Have:
- Prior experience working in a hands on SAP CRM in a Call Center Environment.
- Background in the utilities sector and/or contact centers.
- Prior experience developing, performing, and managing user acceptance training.
- EXCELLENT Story Telling experience
- Agile SCRUM Product Owner or equivalent certification.
- 3-5 years of project management/agile scrum experience.
- Deep understanding of SAP CRM and/or Salesforce in customer care and campaign management.
- Strong project management skills with cross-functional user experience planning.
- Experience documenting user stories, business cases, and UAT plans.
- Expertise in sprint planning and product backlog prioritization.
- Familiarity with Agile Project Management tools (JIRA, ADO, Smartsheet).
- Proficiency in Microsoft Office Suite and database applications.
- Bachelor’s degree in Business Administration, Project Management, or related field, preferred
Pay Range: $45-$60+/hr CAD
Questions about any of our jobs? Email us at [email protected]
View all of our open jobs here: jobs.lhtservices.com
