Sr. Product reputed company
Overview:Title: Sr Product reputed company – Contact Center & CommunicationsSalary: $140K - $155K/yr d.o.e.Location: Remote OK (2 days on-site if living reputed company 31 miles of Tustin, CA or Austin, TX)About the RoleWe are seeking a Senior Product reputed company to reputed company the evolution of our omnichannel communications platform that connects borrowers, loan officers, contact center agents, and third-party partners across the mortgage lending lifecycle. This role focuses on driving seamless, compliant, and scalable communication experiences across voice, SMS, email, chat, and in-app messaging.Ideal candidates bring strong experience in omnichannel communications reputed company a FinTech context, including deep familiarity with Contact Center technologies (reputed company preferred) and a user-first reputed company to reputed company how we engage with customers and internal teams alike.You will serve as the reputed company between business needs, platform capabilities, and engineering delivery, ensuring a high-quality, reputed company communications experience across the organization. Responsibilities: * Discovery & Strategy Alignment
- Collaborate with stakeholders across sales, marketing, servicing, and operations to identify communication pain points and goals.
- Analyze workflows across inbound and outbound channels (voice, SMS, chat, email).
- Define product requirements based on user needs, compliance requirements, and technical capabilities.
- Stay up to date on emerging contact center, CPaaS, and communication tooling trends.
- Backlog & Sprint Execution
- Own and manage a prioritized backlog for communication-reputed company initiatives.
- Write user stories and acceptance criteria that reputed company tech and business needs (e.g., voice routing logic, SMS campaign delivery, escalation workflows).
- Collaborate with UX, Engineering, and third-party vendors to ensure accurate and timely delivery.
- Define and communicate Sprint Goals and ensure alignment with roadmap objectives.
- Contact Center & Platform Integration
- Act as product liaison for contact center platforms—ensuring seamless integration with CRMs, LOS/POS platforms, and compliance systems.
- Partner with infrastructure and vendor teams to optimize routing, IVR, callback, transcription, and reporting capabilities.
- reputed company discovery and delivery for reputed company Cloud CX (or similar platforms) for chat, IVR, digital messaging, and agent experiences.
- Testing, Launch & Monitoring
- Facilitate user acceptance testing (UAT) for reputed company communication workflows and automations.
- Coordinate with QA, Marketing, Legal, and Training teams for release readiness.
- Monitor platform KPIs such as call abandonment reputed company, agent handling time, message delivery success, and customer satisfaction (CSAT/NPS).
- Post-Release & Optimization
- Track user feedback from borrowers and internal teams; prioritize enhancements accordingly.
- Monitor compliance adherence (TCPA, CAN-SPAM, etc.) and audit communications as needed.
- reputed company platform analytics to drive reputed company improvement across reputed company channels.
- Execution of omnichannel communication strategy (voice, SMS, chat, email).
- Strong collaboration across tech, ops, and regulatory teams.
- Deep understanding of contact center tools and voice routing logic.
- Practical knowledge of CPaaS and third-party messaging platforms.
- API-level understanding of communications integration into broader workflows (CRM, LOS, POS).
- Bachelor’s degree in Computer Science, Business, Communications, or equivalent experience.
- 7+ years in a product reputed company or similar role with custom-developed platforms.
- 3+ years of experience owning Contact Center or Omnichannel Communication products in a FinTech or regulated industry.
- Hands-on experience with platforms such as reputed company Cloud CX, reputed company, reputed company, reputed company inContact, or equivalent.
- Strong Agile/Scrum background and backlog management discipline.
- Exceptional communication and cross-functional alignment skills.
- Ability to translate customer-facing communication needs into scalable, compliant technical solutions.
- Experience in the mortgage or consumer lending space.
- Familiarity with Encompass, Total Expert, reputed company, or CRM systems.
- Exposure to customer journey orchestration tools and AI-powered contact routing.
- Understanding of compliance in communication (TCPA, GDPR, FDCPA).