Product Owner
Falck Danmark A/S
Product Owner
As Product Owner for Contact Center Solutions, the primary purpose is to ensure stable and high operational uptime of Falck's Contact Centers, including Genesys Cloud as the primary target platform.
About the job
Product Vision & Strategy:
- Define and articulate a clear product vision and strategy for Falck's Contact Center Solutions, aligning with Falck's overall business objectives and customer needs.
- Develop and maintain a strategic product roadmap that communicates future direction and key initiatives.
- Continuously analyze market trends, competitor offerings, and technological advancements (e.g., in Genesys Cloud and AI solutions) to identify opportunities for product innovation and improvement.
Product Backlog Management & Value Maximization:
- Own and manage the Product Backlog, ensuring it is transparent, visible, and understood by all stakeholders and the development team.
- Clearly express Product Backlog items (e.g., user stories, features, epics) with defined acceptance criteria, focusing on the "what" and "why" rather than the "how."
Stakeholder Engagement & Customer Advocacy:
- Act as the primary liaison between internal customers (e.g., Contact Center operations, business units), external partners, and the development team.
- Proactively gather and synthesize needs, feedback, and insights from diverse stakeholders.
- Champion the voice of the customer, ensuring that solutions deliver an exceptional customer experience and support high-quality service delivery.
- Facilitate effective communication and collaboration across all levels of the organization regarding the Contact Center Solutions.
Continuous Improvement & Operational Excellence (Product Perspective):
- Identify and prioritize product enhancements and technical debt items that contribute to high operational stability, uptime, and scalability of Contact Center Solutions (e.g., Genesys Cloud).
- Seek opportunities to optimize processes and features within the team to drive employee satisfaction, efficient onboarding, and cost savings.
- Participate in service reviews with external partners from a product perspective, ensuring vendor solutions align with product strategy and value delivery.
About you Professional Expertise:
- Solid knowledge of Contact Center solutions, including Genesys Cloud as the target contact center platform.
- Experience in contact center technologies, including omnichannel capabilities, as well as broader telephony and network technologies.
- Expertise in AI solutions applicable to customer service and contact center operations.
- In-depth understanding of ITIL processes and experience with incident management.
- Knowledge of project management principles is an advantage.
- Knowledge of network and application development is an advantage.
- Proven experience as a Product Owner or similar role in an Agile environment (Scrum, Kanban).
Success Criteria:
- High employee satisfaction with contact center solutions.
- Effective and successful onboarding of new departments.
- Identification and realization of cost savings.
- Ensuring high operational stability and uptime for contact center solutions.
About us
The position involves active participation in strategic dialogue regarding the maturation and optimization of the current installation. You will contribute to ensure high quality and accountability in handling our customers' calls, as well as delivering optimal solutions that support scalable operations. A central part of the role is to contribute to customers & employee satisfaction, efficient onboarding of new departments, and the identification of cost savings.
Are you interested?
We process applications on a continuous basis, which is why we encourage you to upload your application and CV as soon as possible.
If you have any questions about the position, please contact:
Emilia Wisniewska
Email address: [email protected]
We look forward to receiving your application.
Application deadline:
31/12/2025
Location:
Falck Center Copenhagen
Address:
Sydhavnsgade 18
København SV, 2450
Denmark
Follow Falck:
Careers with real life impact
At Falck, you build your career with a global provider of healthcare and emergency health and safety services. You have the opportunity to develop, learn, and advance across positions and markets.
We are 25.000 skilled and experienced professionals globally. Characterized by a strong, diverse, and inclusive working environment, we go to work every day with the promise to be there when you need us. From prevention to treatment and in critical situations, you can rely on us to turn care into action. We show up to make a difference and help build healthy communities and develop safe workplaces.
People are at the heart of every action
Through our varied offers of healthcare and emergency health and safety services, we have made it our responsibility to help even more people around the world live healthy lives. We are constantly exploring new technology and innovating our services, we strive to meet new challenges and provide more people access to safety and healthcare every day. With our purpose to advance sustainable healthcare to meet people’s changing needs, we combine our skills, experience, and innovation to help people when they need us.
At Falck we are reflecting on the different societies that we are part of, we know that the differences that you and your colleagues bring to Falck are key to the success of our business. We, therefore, welcome everyone to apply for a position at Falck regardless of background, skills, and personality.
Do you want a career with real life impact?
Location:
Falck-Center CPH, Sydhavnsgade 18, 2450 København SV, DK
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