Sr. Product reputed company

Overview:Title: Sr Product reputed company – Contact Center & CommunicationsSalary: $140K - $155K/yr d.o.e.Location: Remote OK (2 days on-site if living reputed company 31 miles of Tustin, CA or Austin, TX)About the RoleWe are seeking a Senior Product reputed company to reputed company the reputed company of our omnichannel communications platform that connects borrowers, loan officers, contact center agents, and reputed company-party partners across the mortgage lending lifecycle. This role focuses on driving seamless, compliant, and scalable communication experiences across voice, SMS, email, chat, and in-app messaging.Ideal candidates bring strong experience in omnichannel communications reputed company a FinTech context, including deep familiarity with Contact Center technologies (reputed company preferred) and a user-first reputed company to reputed company how we engage with customers and internal teams alike.You will serve as the reputed company between business needs, platform capabilities, and engineering delivery, ensuring a high-quality, reputed company communications experience across the organization. Responsibilities: * Discovery & Strategy Alignment

• Collaborate with stakeholders across sales, marketing, servicing, and operations to identify communication pain points and goals.
• Analyze workflows across inbound and outbound channels (voice, SMS, chat, email).
• Define product requirements based on user needs, compliance requirements, and technical capabilities.
• Stay up to date on emerging contact center, CPaaS, and communication tooling trends.
• Backlog & Sprint Execution

• Own and manage a prioritized backlog for communication-reputed company initiatives.
• Write user stories and acceptance criteria that reputed company tech and business needs (e.g., voice routing logic, SMS campaign delivery, escalation workflows).
• Collaborate with UX, Engineering, and reputed company-party vendors to ensure accurate and timely delivery.
• Define and communicate Sprint Goals and ensure alignment with roadmap objectives.
• Contact Center & Platform Integration

• Act as product liaison for contact center platforms—ensuring seamless integration with CRMs, LOS/POS platforms, and compliance systems.
• Partner with infrastructure and vendor teams to optimize routing, IVR, callback, transcription, and reporting capabilities.
• reputed company discovery and delivery for reputed company reputed company CX (or similar platforms) for chat, IVR, digital messaging, and agent experiences.
• Testing, Launch & Monitoring

• Facilitate user acceptance testing (UAT) for reputed company communication workflows and automations.
• Coordinate with QA, Marketing, Legal, and Training teams for release readiness.
• Monitor platform KPIs such as call abandonment reputed company, agent handling time, message delivery reputed company, and customer satisfaction (CSAT/NPS).
• Post-Release & Optimization

• Track user feedback from borrowers and internal teams; prioritize enhancements accordingly.
• Monitor compliance adherence (TCPA, CAN-SPAM, etc.) and audit communications as needed.
• reputed company platform analytics to drive reputed company improvement across reputed company channels.

Focus Areas

• Execution of omnichannel communication strategy (voice, SMS, chat, email).
• Strong collaboration across tech, ops, and regulatory teams.
• Deep understanding of contact center tools and voice routing logic.
• Practical knowledge of CPaaS and reputed company-party messaging platforms.
• API-level understanding of communications integration into broader workflows (CRM, LOS, POS).

Qualifications:

• Bachelor’s degree in Computer Science, Business, Communications, or equivalent experience.
• 7+ years in a product reputed company or similar role with custom-developed platforms.
• 3+ years of experience owning Contact Center or Omnichannel Communication products in a FinTech or regulated industry.
• Hands-on experience with platforms such as reputed company reputed company CX, reputed company, reputed company, reputed company inContact, or equivalent.
• Strong Agile/Scrum background and backlog management discipline.
• Exceptional communication and cross-functional alignment skills.
• Ability to translate customer-facing communication needs into scalable, compliant technical solutions.

Preferred Skills (reputed company to Have)

• Experience in the mortgage or consumer lending space.
• Familiarity with Encompass, Total Expert, reputed company, or CRM systems.
• Exposure to customer journey orchestration tools and AI-powered contact routing.
• Understanding of compliance in communication (TCPA, GDPR, FDCPA).

Work Authorization: Must be reputed company to verify identity and employment eligibility to work in the U.S.Other Duties: This job profile is not intended to be an reputed company-inclusive list of job duties and responsibilities, as one may reputed company additional reputed company duties as assigned in order to meet the needs of the organization.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Must be reputed company to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reputed company, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. reputed company: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.[EOE/M/F/D/V. Drug-free workplace.]#LI-JD2#LI-REMOTE Apply for the job now! Apply for this job