Technical Product Owner (CCaaS)

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we’re looking for 

Toyota’s OneTech Dealer Consumer Technical Solutions organization is looking for a passionate and highly motivated Call Center as a Service Technology Owner within the Digital Consumer Experiences Brand Engagement Technologies department.

The primary responsibility of this role is to serve as a technology owner of call center technologies to ensure that the portfolio is delivering more business value in 3-5 years than it is today.

Reporting to the Manager, Brand Engagement Technologies, the person in this role will support the Brand Engagement Center department's objective to provide world class guest and agent experiences.

What you’ll be doing 

• Prioritize, delegate, and supervise the development of the Call Center as a Service (CCaaS) platform for brand engagement technologies, teams, and products towards attaining a World Class Brand Engagement Center (WBEC)

• With a long-term ownership view, consult with Business Product Owners to identify current and future business needs to drive the product development strategy and roadmap to meet WBEC objectives

• Leverage lean agile principles to guide technology scrum teams to continuously improve and kaizen to deliver business value

• Aid software implementation teams to navigate, collaborate, and resolve conflicts across the Enterprise to achieve successful system deployments and releases

• Proactively identify program risks and dependencies and work to identify solutions to mitigate and resolve

• Stay current on portfolio application vendor capabilities, features and roadmaps to apply to current and future business needs (obtain, maintain certifications)

• Drive innovation through Proof-Of-Concept activities in collaboration with Business Owners and Portfolio Engineer

What you bring

• Progressive years of broad-based IT experience successfully implementing complex IT applications and / or developing efficient effective solutions to diverse and complex business problems

• Experience as a Program Leader managing cloud/hosted Software as a Service (SaaS) implementations in an enterprise environment

• BBA, BS or BA degree in management information systems (MIS), computer science, business administration, related technical degree or equivalent experience

• Demonstrated experience leading geographically distributed / remote teams

• Experience in implementation and delivery of Call Center as a Service solutions (e.g. Genesys Cloud, Twilio Flex, Amazon Connect, Five9, Nice CXone) in large enterprise environments

• Experience in delivery of Salesforce solutions utilizing Service Cloud, Experience Portals, and Knowledge

• Demonstrated experience working as either a Technical Product Owner or a Scrum Master in Agile DevSecOps environments

Added bonus if you have

• Progressive years of experience working as a Product Owner in a Scaled Agile or SAFE Agile environment

• Progressive years of experience working as a Scrum Master in a Scaled Agile or SAFE Agile environment

• Progressive years of experience leading multi-vendor, multi-cultural, multi-country implementation teams

• Any/all of the following certifications: Salesforce Certified Administrator (SCA) or Advanced Administrator, Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer or Technical Architect, Salesforce AI Practitioner, AWS Certified AI Practitioner, Amazon Connect Communications Specialist

• Progressive years of experience working with CI/CD pipelines using technologies like SFDX, Git, Jenkins/Capado, Codescan/SonarQube, Metadata APIs, ANT tool etc. to effect quality and secure production releases

• Additional certifications: Certified Scrum Product Owner (CSPO) or a Certified Scrum Master (CSM) 

What we’ll bring 

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights i