Technical Product Owner, Contact Center - MDVIP LLC

MDVIP: Transforming Primary Care, One Patient at a Time

MDVIP is a national leader in personalized healthcare, empowering over 400,000 members to achieve their health and wellness goals through a network of more than 1,200+ primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction.

Role Summary

MDVIP’s contact center technology powers every member and physician interaction that flows through telephony, IVR, and omnichannel routing platforms. Our contact center runs on NICE CXone, integrated with Salesforce as our CRM, and we are actively enabling AI agents within the contact center to support and augment both member and physician interactions.

We’re looking for a Telephony Call Center Technical Product Owner who will help drive the operational roadmap for our contact center telephony solutions, translate complex operational and compliance requirements into platform capabilities, and serve as a bridge between CX operations and our technology delivery teams. You’ll join a broader product team supporting these platforms, sharing ownership of delivery and outcomes.

What You’ll Do

Shape Telephony Strategy & Governance

• Partner with the broader product team to manage the operational roadmap for telephony solutions, including standardization and optimization initiatives.
• Help maintain governance standards for call flows, routing logic, IVR design, and change management, keeping designs scalable and repeatable across the enterprise.
• Maintain documentation discipline, including operational standards, configuration guidance, and platform runbooks.

Bridge CX Operations, Technology & Client Engagement

• Act as a liaison between CX operational leadership, workforce management, quality teams, and Technology Product Owners, helping translate operational and compliance requirements into platform capabilities and system requirements.
• Support client relationships and collaborate with cross-functional, international teams to iteratively deliver contact center products within time and budget constraints.
• Deliver timely, tailored updates across engineering teams and product managers, translating technical solutions for business audiences.

Contribute to Product Delivery

• Contribute to managing requirement backlogs within NICE CXone, sharing responsibility with fellow product owners.
• Support scope management, feature prioritization, and journey-mapping workshops across CCaaS implementations.
• Participate in technical discussions with engineers to help define system architecture, telephony integrations, and data flows that guide feature development.