Product Experience Owner - Telephony

About this role

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

## Summary

Provide operational product experience ownership for the enterprise telephony platform within the Performance Enablement Organization (PEO). This role owns how the business experiences and uses telephony capabilities, while the Technology team owns the underlying platform and technical delivery.

The PXO serves as the primary liaison between Technology Product Owners, CX operational leadership, workforce management, quality, reporting, and enablement teams to ensure business needs are clearly translated, platform capabilities are fully understood, and configured solutions meet operational, compliance, and performance expectations.

You will define the operational vision and roadmap for telephony, including how call routing, IVR, omnichannel flows, integrations, and workload management support customer experience, agent workflows, service levels, and regulatory requirements across complex, multi‑account environments. You will ensure consistent, scalable, and governed use of telephony capabilities across the CX enterprise, partnering closely with Operational Analysts who execute configuration, testing, and documentation within defined standards and priorities.

## Your role in our mission

• Own and manage the operational roadmap for telephony solutions, including standardization and optimization initiatives.
• Expert-level understanding of contact center operating models and how telephony design supports customer experience, agent efficiency, SLAs, KPIs, and regulatory compliance.
• Translate complex operational, compliance, and performance requirements into platform capabilities, configur...