Product Owner - Contact Centre Platforms (Zendesk)
Location: Hybrid - Liverpool Street (1-2 days a week)
Salary: £80-100k
Job Type: Permanent
Role Overview:
We are seeking an experienced Product Owner with strong expertise in contact centre platforms, ideally Zendesk, to lead the vision, strategy, and delivery of our customer service and support technology stack. This role will own the product roadmap for our contact centre solutions, driving enhancements that improve customer experience, operational efficiency, and agent productivity.
As the Product Owner, you will collaborate closely with engineering, operations, customer support, and external vendors to deliver scalable features and seamless integrations. You will act as the voice of the customer and the business, ensuring our platforms align with both short term operational needs and long term strategic goals.
Key Responsibilities:
Own and define the product roadmap for contact centre tools, with a strong focus on Zendesk (Support, Guide, Talk, Chat, Messaging, etc.).
Prioritise the backlog based on business value, impact, and customer insights.
Translate business requirements into clear epics, user stories, and acceptance criteria.
Ensure the product vision aligns with company goals and customer experience strategies.
Contact Centre Platform Expertise
Lead the design, optimisation, and rollout of workflows across Zendesk: triggers, automations, macros, ticket routing, SLAs, reporting, and knowledge management.
Partner with contact centre leadership to improve agent workflows, customer journeys, and service level performance.
Evaluate and implement features or integrations that enhance omnichannel support (voice, email, chat, messaging, self service).
Cross Functional Collaboration
Work closely with engineering, QA, data, operations, and support teams to deliver high quality product releases.
Collaborate with vendors and third party partners to ensure platform updates and integrations perform to expectation.
Data & Insights
Analyse performance metrics (CSAT, FRT, AHT, ticket volumes, deflection rates, etc.) to identify optimisation opportunities.
Ensure robust reporting and dashboards are available for operational teams.
Leverage customer insights and feedback loops to shape product priorities.
Quality & Delivery:
Define and validate acceptance criteria for all user stories.
Support QA and UAT efforts to ensure solutions meet business needs.
Lead change management efforts, including training materials, release documentation, and communication.
Required Skills & Experience
Proven experience as a Product Owner or Product Manager within contact centre or customer support environments.
Strong hands on experience with Zendesk (Support, Guide, Talk, Chat/Messaging, or equivalent platforms like Salesforce Service Cloud, Freshdesk, Genesys Cloud, etc.).
Solid understanding of contact centre operations, workflows, SLAs, and service design.
Skilled at writing user stories, acceptance criteria, and managing product backlogs.
Experience working in Agile environments (Scrum/Kanban).
Strong communication, stakeholder management, and workshop facilitation skills.
Ability to balance strategic thinking with detailed execution.
Nice to Have:
Zendesk certifications or advanced admin experience.
Experience with telephony integrations (Zendesk Talk, Amazon Connect, Aircall, etc.).
Scripting or API familiarity to support platform integrations (JSON, REST APIs).
Experience with data analytics tools (Looker, Tableau, Power BI)