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Product Specialist

Rogers

This is a Contract position in Montreal, QC posted November 17, 2021.

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives.

Every day we wake up with one purpose in mind.

To bring loved ones together from across the globe.

To connect people to each other and the world around them.

To help an entrepreneur realize their dream.

A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

What you will be doing You will be part of the Contact Centre Technology team building out an Omnichannel product that gives our frontline agents a unified view of our customers.

As the Product Specialist, Customer Care Technology you will have a leading role in the team.

You will be a key player in driving the addition of key functionalities that will enhance our Orchestration platform.

This will involve:
– Leading a Scrum Team and actively participating in sprint ceremonies to provide day-to-day guidance and support
– Work with the Product Owner / Product Manager to gain a deep understanding of the capability goals expected
– Developing and maintaining relationships with stakeholders to ensure the product aligns with the needs of the business and our frontline agents
– Prioritizing the product backlog and collaborating with stakeholders and technology leaders to define work in the product backlog
– Leading user story creation and ensuring that stories include clear acceptance criteria and business value
– Proposing epics to the Product Owner to organize and sequence delivery objective for the PI
– Working with the Scrum Master, Product Owners, Product Managers, and Delivery managersto plan sprints to complete backlog work
– Accepting work completed by the team during the Sprint and ensuring that it meets the Definition of Done
– Actively monitoring, troubleshooting, and looking for opportunities to enhance product performance / experience Your qualifications: The Product Specialist is a core member of the Scrum Team who is empowered to make product decisions and is focused on maximizing the value of the product to the Customer.

They are responsible for the product backlog with guidance from the Product Owners and Product Manager.

They are accountable documenting acceptance criteria that produces the expected outcomes expressed by the Product Owner & Product Manager.

We are looking for someone who:
– Has 3 years business experience in the implementation of technology capabilities with an emphasis on both frontline agent and customer experience
– Can make time-boxed decisions on scope and priority to keep the Scrum Team moving
– Is able to take a large and complex request and break the work down into manageable components for the scrum team
– Is quick to acquire product expertise / technical acumen in order to understand current
– Able to understand and articulate business value and how work produced by Scrum Team realizes business value
– Has experience looking at customer/market trends and can think about “what’s next” and strives to innovate and be best-in-class
– Can analyze and interpret data to provide insight-driven direction
– Can analyze issues, identify root causes and recommend solutions
– Is proactive and works well collaboratively
– Is self-sufficient and can operate with autonomy
– Is able to deliver results in a rapid-paced, adrenaline-driven environment
– Is entrepreneurial and adaptable, but can also deal with process and controls
– Has excellent communication (written and oral) and presentation skills
– Has a post-secondary degree in Business Administration, Computer Science, Engineering, or equivalent work experience
– Preferably has experience with Genesys Cloud, Genesys Engage, or contact centre routing technologies or contact centre operations Together, we’ll make more possible, and these six shared values guide and define our work: 1.

Our people are at the heart of our success 1.

Our customers come first.

They inspire everything we do 1.

We do what’s right, each and every day 1.

We believe in the power of new ideas 1.

We work as one team, with one vision 1.

We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ.

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19.

Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

Schedule: Full time Shift: Day Length of Contract: Not Applicable (Regular Position) Work Location: 8200 Dixie Road (101), Brampton, ON Travel Requirements: Up to 10% Posting Category/Function: Technology & Information Technology Requisition ID: 252075 Together, we’ll make more possible, and these six shared values guide and define our work: 1.

Our people are at the heart of our success 2.

Our customers come first.

They inspire everything we do 3.

We do what’s right, each and every day 4.

We believe in the power of new ideas 5.

We work as one team, with one vision 6.

We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ.

Posting Notes: Digital & Technology