Product Owner, Call Center Telephony

KONE Technology and Innovation (KTI) is where the magic happens at KONE. It's where we combine the physical world - escalators and elevators - with smart and connected digital systems. We are changing and improving the way billions of people move within buildings every day. We are on a mission to shape the future of the industry with new technologies and sustainable innovations. 

Commercial & Operations Solutions unit within KONE IT is designing, developing, maintaining and supporting solutions across KONE's digital and digitally enabled customer journey - marketing, sales, field service and project delivery and customer service. 

We are now looking for a  

Product Owner, Call Center Telephony  

Our global Call Center Telephony systems are ongoing a strong transformation program which will bring our Customer services, Technical helpdesks service and other business functions using the solutions on a new level with Genesys platform.   

The Product Owner drives the design, development and operations of products with relentless focus on business and customer value, service quality & competitiveness. You will collaborate closely with business stakeholders to clarify, shape and continuously prioritize business outcomes delivered through products throughout their lifecycle.  

When designing new services Product Owner will ensure that the business needs are implemented in the most efficient way, in line with the product roadmaps, and applying agile principles. This role also includes taking a lifecycle view of the products following the performance of deployed products and plan corrective and improvement actions. 

The location of the role is in Espoo, Finland. 

Responsibilities and Key Activities: 

• Formulating Concepts: Translate business and process requirements into information system concepts and functional specifications. 

• End-to-End Ownership: Assume complete ownership of the solution and manage its lifecycle from conception to implementation.  

• Non-Technical Support: Provide advanced, non-technical support during the use phase, offering expertise on concepts, related applications, and processes. 

• Collaboration: Engage with business stakeholders and key users on a global scale to ensure alignment with objectives. 

• Guidance: Direct internal or external developers and technology vendors, providing guidance to ensure successful implementation of features. 

You will thrive in this position if you have: 

• B.Sc. or M.Sc. in relevant academic field 

• Experience in communicating the business needs to development team 

• Experience in IT projects and documentation as well as having a role throughout the entire lifecycle of a product 

• Business process modelling and documentation skill 

• Experience in working in an international environment with ability to perform in virtual organizations. 

• Service focused approach and attitude 

• Familiarity and experience with agile software methodologies and service management. 

• Have expertise in Call Center systems, particularly Genesys, and integrations with the Salesforce platform. 

• Good knowledge of IP-based telecom technologies such as SIP, VoIP, H.323, analog and digital telecom technologies like ISDN and PSTN, as well as ICT technology, especially IP connectivity and cloud solutions. 

• Demonstrate effective communication in English and exceptional interpersonal skills. 

For additional information please contact Silja Laapas, Solution Owner, Customer and Field Service silja.laapas@kone.com 

Want to join the #PeopleFlow? 

If you think this could be your next inspiring challenge, please send your CV and cover letter via our Careers-site www.kone.com/jobs latest by 10th of March 2024 

#LI-IT 

Keskitymme KONEella luomaan innovatiivista ja yhteistyöhön perustuvaa työskentelykulttuuria, jossa jokaisen panosta arvostetaan. Työntekijöiden sitoutuminen on meille avainasemassa, ja rohkaisemme jokaista osallistumaan ja jakamaan tietoa ja ideoita. Yritysvastuu on oleellinen osa yrityskulttuuriamme ja päivittäisiä toimiamme. Noudatamme eettisiä liiketoimintamenettelyitä ja pyrimme kehittämään yhdessä tekemisen kulttuuria, jossa työntekijät luottavat toisiinsa ja kunnioittavat toisiaan ja jossa hyvät suoritukset huomioidaan. Erinomaisena työpaikkana olemme ylpeitä voidessamme tarjota erilaisia kokemuksia ja mahdollisuuksia, joiden avulla saavutat ura- ja henkilökohtaiset tavoitteesi ja voit elää terveellisesti ja tasapainoisesti.

Lue lisää www.kone.com/careers