Job description for Product Owner – Contact Center & Omnichannel Platform at SotaTek
JOB DESCRIPTION:
We are building an enterprise Contact Center platform and turning a successful client implementation into a repeatable product for enterprise customers. We are looking for a Product Owner with experience in Voicebot, Chatbot, Omnichannel, Contact Center, or Customer Experience (CX) solutions to translate business needs into scalable product capabilities. Business Analysts with relevant domain experience who want to transition into a Product Owner role are also welcome. Your key responsibilities:
- Own and prioritize the product backlog and roadmap for the core Contact Center platform, balancing customer needs with reusable product capabilities.
- Define product features across Omnichannel Engagement, including voice, web chat, messaging, and other customer interaction channels.
- Define Voicebot and Conversational AI capabilities, including conversational flows, intents, fallback scenarios, self-service, and handover to human agents.
- Work with customers and Presales to conduct discovery, understand customer journeys, perform fit-gap analysis, and define solution scope.
- Write PRDs, epics, user stories, process flows, and clear acceptance criteria that engineering and QA teams can deliver against.
- Define what can be configured, what requires a supported extension or integration, and what should be developed as a reusable core product feature.
- Collaborate with Architecture, Engineering, UX/UI, and QA teams to evaluate feasibility, integrations, performance, and delivery trade-offs.
- Support product demos, RFP responses, UAT, release planning, customer onboarding, and continuous improvement after production launch.
JOB REQUIREMENTS:
Must have:
- 3+ years of experience as a Product Owner, Product Manager, Business Analyst, or in a similar product/delivery role for enterprise software.
- Hands-on experience in at least one area: Voicebot, Chatbot, Conversational AI, Omnichannel/CX, Contact Center, CRM, or customer service platforms.
- Business Analysts with relevant experience in the above areas who are willing to transition into a Product Owner role are encouraged to apply; a formal PO title is not required.
- Experience in requirement elicitation, business process analysis, user story writing, and defining clear acceptance criteria.
- Ability to translate business needs and customer journeys into product features and practical solution requirements.
- Experience working with cross-functional teams such as Engineering, QA, UX/UI, Architecture, Presales, and customer stakeholders.
- Good analytical and communication skills, with the ability to explain requirements clearly to both technical and non-technical stakeholders.
- Ability to prioritize requirements, manage competing requests, and balance customer-specific needs with reusable product design.
- Experience supporting software delivery from discovery and requirement definition through testing, deployment, or production rollout.
- Proactive mindset, ownership, willingness to learn, and ability to work collaboratively in a client-facing environment.
- Able to read and understand English technical documentation and product requirements.
Nice-to-have:
- Experience with Amazon Connect, Genesys, Twilio Flex, Avaya, Cisco, NICE, or another Contact Center as a Service (CCaaS) platform.
- Understanding of contact center concepts such as queues, routing, contact flows, agent workspaces, wrap-up codes, and supervisor reporting.
- Experience integrating Voicebot/Chatbot solutions with telephony, CRM, APIs, ticketing, or enterprise backend systems.
- Familiarity with customer journey mapping, conversational flow design, intent management, and bot-to-agent handover.
- Basic understanding of cloud platforms, APIs, and cloud-native application architecture.
- Experience supporting product demos, customer workshops, RFP responses, or multiple enterprise client implementations.
- Good English communication skills.
COMPENSATION & BENEFITS:
🎯Flexible working regime and health care:
- Flexible timekeeping (from 8:00 - 9:00 to 17:30 - 18:30)
- Minimum 14 paid leaves per annum for all employees after probation
- 01-day remote work per month
- A flexitime allowance of 90-180 minutes per month for employees
- 01 hour paid leave per day for women having children under 12 months
- Social insurance, health insurance, unemployment insurance and Bao Viet care insurance
🎯Transparent and fair benefits:
- Saturday & Sunday OFF, Overtime pay is 150%, 200%, 300% as per labor law;
- Work performance review 2 times/ year (in April and October)
- Bonus Policy: 13th-month salary and Performance-based bonus
- Men’s Day, Women’s Day, Children’s Day, Mid-Autumn Festival and other benefits under the provisions of the company
🎯Dynamic environment and open culture:
- Year-end party, sports day, yearly company trip and quarterly team building,...with a generous budget
- Socialize with colleagues through monthly Happy Hour
- Monthly allowance when joining clubs: Soccer, Swimming, Yoga, Music,...
- Nice & modern working space with young, dynamic & friendly colleagues and free coffee, tea, drinks,...
- Flat, open and sharing culture with friendly management team; outsourcing company with product mindset
🎯Strong learning culture:
- Free training courses for technical and soft skills (presentation skills, communication skills, foreign language courses,...)
- Account to log in to our online learning system, which contains thousands of valuable lectures (LMS)
- Participate in workshops, seminars, tech talk,... with sharing from experts inside and outside the company
- Working opportunities with technical gurus who built and operated world-class applications with millions of users.
