Product Owner

1. Product Background:

• We have built an enterprise contact center platform on Amazon Connect for Enterprise-grade company.
• The next phase is turning that one-off build into a "repeatable product": a hardened Amazon Connect core with a documented customization layer that can be re-sold and re-deployed for enterprises with the same shape of problem - airlines, banking, insurance, telco, utilities, healthcare, and large-scale retail/e-commerce in Vietnam and the region.
• The Product Owner owns the line between "what is core product" and "what is client-specific customization.

2. What you will own:

• The product backlog: for the core Amazon Connect platform: omnichannel entry, intelligent routing, unified agent workspace (customer 360, guided workflows), supervisor real-time monitoring and quality management, case management, proactive outbound, knowledge base, recording/QM/survey.
• The customization framework: You define what a new client can change through configuration, what requires a supported extension point, and what is genuinely new engineering, and you defend that boundary against sales pressure and client escalation alike.
• Per-client solution scope: discovery, requirement elicitation, fit-gap against the core product, acceptance criteria, and sign-off.

3. Responsibilities:

# Product definition and roadmap:

• Maintain a single prioritized product backlog across all client engagements; run the trade-off between client-funded features and platform investment explicitly, not implicitly.
• Write PRDs, epics, and stories with acceptance criteria that engineers can build against without a follow-up meeting.

# Cross-functional and compliance:

• Work with Architecture on integration feasibility and latency budgets
• Work with Security and DPO on Vietnamese data protection (NĐ 13/2023), PCI-DSS scope isolation for payment flows, recording consent, retention by data class, and data-subject rights. These are requirements with acceptance criteria, not a legal review at the end.
• Partner with Presales on solution demos, RFP responses, and the reference architecture story. You will be in the room for deals.
• Enable client operations teams: agent adoption, supervisor enablement, runbooks, and the handover that makes a project a renewal.

4.Requirements:

• 5+ years as Product Owner / Product Manager / Business Analyst Lead on enterprise software delivered to external clients, with at least 2 full delivery cycles owned end-to-end (discovery → production → hypercare).
• Contact center domain depth: Hands-on ownership of a CCaaS or CX platform : Amazon Connect, Genesys, Avaya, Cisco, NICE, Twilio Flex, or equivalent. You know what a routing profile, queue, quick connect, contact flow, wrap-up code, and adherence report actually are and why supervisors care.

5. 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.