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Job summary

The Product Owner is responsible for defining requirements, managing backlogs, and prioritizing work for the Telephony Delivery Squad. They act as the primary communication link between technical staff and business stakeholders to ensure high-value delivery.

Job details

Who We Are With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service. Reporting to the IT Services Manager, the Product Owner, Telephony is responsible for defining the requirements and prioritizing work within Telephony Delivery Squad. As the Product Owner, you will manage the squad’s backlogs and prioritize the scope of each sprint to consider a mix of enhancement and support workloads, severity of incidents and balancing of Business needs. The Product Owner will assist with the setting of the squad’s technology direction and be the primarily channel of communication between the technical staff within the squad and the business. What You'll Do: Define, refine, and prioritize the squad’s Backlog focusing on ensuring quality of work to ensure the squad is delivering on activities with highest business value. Ensure customer and stakeholder value is delivered by the squad. Prepare, participate, and determine scope in Planning. Work with the Business Analysts to define and refine user stories, including the breakdown of epics into user stories. Work with peer Product Owners regarding cross-team dependencies and appropriate scheduling and prioritization of work Ensure day to day work tasks and support requests are prioritized and completed. Approve work as completed based on “definition of done”. Ensure that work items, in conjunction with support requests, are sufficiently defined and prioritized through continuous refinement of the backlog. Make appropriate Telephony scope and content decisions. Identify squad and program risks and dependencies and ensure planning reflects both. Participate in Project Portfolio Strategic Review & Budget Planning, Portfolio Review & Prioritization, Portfolio Working Group Alignment, and other Support forums, as needed. Sit on various OTIP Boards (e.g., Project Portfolio Governance Board, Data Governance Board, FinOps – Cloud Operations Board), as needed. Coordinate the release of completed work through the Delivery Life Cycle. Let's Talk About You: Previous experience as a Capability Owner (Product Owner) in Agile environments. Proficiency in defining and utilizing key Agile metrics to measure squad’s performance and project success. Understanding of Agile project management tools and methodologies Ability to integrate data-driven insights into decision-making processes. Extensive experience with CCaaS and UCaaS telephony platforms. Experience with Nice CXOne and Microsoft Teams preferred. Strong understanding of Contact Center operations and processes. Working knowledge of Workforce Management an asset. Previous work with telephony carriers and vendors an asset. Strong understanding and application of lean principles in experience design. Ability to translate business needs into product features. Expertise in identifying and mitigating project and product-related risks. Strong interpersonal and communication skills for effective stakeholder engagement. In depth knowledge of systems architecture principles. Ability to identify products that align with business objectives and deliver value. Proficiency in utilizing collaboration and presentation tools (i.e., MS Teams) to facilitate effective communication and coordination within cross-functional squads. Hands-on experience with a backlog management tool, preference given for Azure DevOps (ADO), to facilitate Agile governance forums (User story documentation, Backlog Management, sprint planning, PI planning). Ability to understand user stories written in an agile environment. The ability to communicate in French is considered an asset. Salary Range: This position offers a competitive salary within a range from $87,731 to $120,686, along with rewarding bonuses that recognize your dedication. At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time. Some of the Perks We Offer: We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here: Defined benefit pension plan for a financially confident retirement 100% coverage of approved continuing education and licensing fees Access to a wealth of learning resources, including LinkedIn Learning for professional development Flexible work-from-home and hybrid options Unlock your potential with opportunities for advancement Let’s work together! If you are interested in this opportunity, please apply online. The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services. Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to. This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review. OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities. As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique. We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

What you’ll do

The Product Owner is responsible for defining requirements, managing backlogs, and prioritizing work for the Telephony Delivery Squad. They act as the primary communication link between technical staff and business stakeholders to ensure high-value delivery.

Requirements

Candidates need extensive experience with CCaaS/UCaaS platforms and a proven track record as a Product Owner in Agile environments. Proficiency in Azure DevOps and a strong understanding of contact center operations are highly preferred.

Benefits

• Defined benefit pension plan • 100% coverage of approved continuing education and licensing fees • Access to LinkedIn Learning • Mental wellness support • Total reward programs

Listed skills

• Microsoft Teams · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Agile Methodology
• Product Ownership
• CCaaS
• UCaaS
• Nice CXOne
• Microsoft Teams
• Contact Center Operations
• Azure DevOps
• Backlog Management
• Lean Principles
• Systems Architecture
• Stakeholder Engagement
• Risk Mitigation
• User Story Definition
• Workforce Management
• Sprint Planning

Job areas

• Technology
• Management & Leadership
• Software
• Customer Service & Support
• Finance & Accounting