Role Purpose

The Technical Product Owner (TPO) will serve as a functional owner for one or more business domains under the 800 Al-Futtaim Omnichannel Program. Beyond managing sprints and backlogs, the TPO will develop a holistic understanding of end-to-end business processes across multiple Lines of Business (LOBs), enabling AI-driven, customer-centric solutions that scale across the Group.

The role demands a blend of business analysis, product ownership, and solution thinking — ensuring GTDP builds long-term internal ownership and knowledge continuity, independent of external partners.

Key Responsibilities

Functional & Product Ownership

• Act as the functional owner for assigned LOBs within the 800 Al-Futtaim ecosystem.
• Maintain a comprehensive, cross-functional understanding of end-to-end business processes, systems, and data flows — spanning from customer interaction to back-end fulfillment.
• Define and prioritize the product backlog based on enterprise value, not siloed requirements.
• Ensure alignment of all features and workflows to the Group’s Omnichannel & AI enablement vision.
• Collaborate with TPOs from other domains to design cross-functional scenarios ensuring seamless process orchestration.

Business Analysis & Requirements

• Conduct deep-dive process mapping, gap analysis, and system studies across LOBs.
• Translate business problems into clear epics, features, and user stories with acceptance criteria.
• Define AI use cases, customer journeys, and interaction flows (voice, chat, self-service).
• Ensure seamless integration between ConvoZen (AI layer), Genesys Cloud CX (telephony), and backend systems (ERP, CRM, etc.).
• Define and maintain process documentation and reusable templates for future GTDP programs.

Agile Delivery

• Lead backlog grooming, sprint planning, sprint review, and retrospectives within the Agile squad.
• Collaborate closely with Developers, Testers, Architects, and Business SMEs.
• Track and report sprint velocity, backlog burn-down, and delivery KPIs using Jira and Confluence.
• Ensure quality delivery with traceability from business need to tested, working software.

Stakeholder & Change Management

• Partner with Business Leads, LOB Heads, and internal IT teams to drive alignment and adoption.
• Own stakeholder communication for sprint outcomes, backlog prioritization, and release readiness.
• Act as the bridge between GTDP and external SI/partners, ensuring consistent understanding and continuity.

Capability Building

• Contribute to establishing standardized TPO practices within GTDP (templates, playbooks, and reusable workflows).

Qualifications & Experience

• Bachelor’s or Master’s degree in Computer Science, Engineering, or Business Information Systems.
• 6–10 years of experience as a Product Owner, Functional Consultant, or Business Analyst.
• Strong experience in enterprise-scale programs involving Contact Center, CRM, or AI automation.
• Hands-on with Agile / Scrum frameworks and backlog management tools (Jira, Confluence).
• Deep understanding of end-to-end business processes across at least two industries (e.g., Retail, Automotive, Leasing, Insurance, Healthcare).
• Exposure to Genesys Cloud CX, AI/ML, or conversational platforms (e.g., ConvoZen) preferred.

Preferred Skills

• SAFe Product Owner/Manager or Agile Business Analyst certification.
• Strong process modeling (BPMN), data flow, and integration mapping capability.
• Excellent communication, analytical, and problem-solving skills.
• Ability to drive workshops and translate business goals into actionable user stories.