Who are we?
Equinix is the worldâs digital infrastructure companyÂź, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.
Help us challenge assumptions, uncover bias, and remove barriersâbecause progress starts with fresh ideas. Youâll find belonging, purpose, and a team that welcomes youâbecause when you feel valued, youâre empowered to do your best work.Job Summary
The Product Owner will drive the development and enhancement of our support and call center platform, focusing on delivering exceptional support experiences through optimized telephony systems and service management tools. This role will own the product backlog and work closely with engineering, support operations, and business stakeholders to build solutions that improve first call resolution, reduce handle times, and enhance overall customer satisfaction.
In this role, you will translate support center strategy into actionable product requirements, prioritize features that drive operational efficiency and service quality, and ensure seamless integration with existing support tools and workflows. You will be responsible for maximizing the value delivered through our support technology stack, with particular emphasis on leveraging Salesforce Service Cloud and call center telephony platforms to drive support outcomes.
Responsibilities
Own and manage the support and call center platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with support objectives and business goals
Partner closely with Support Managers, Call Center Operations, Quality Assurance, and leadership to understand support workflow challenges and translate them into product solutions
Drive the implementation and optimization of support tools, particularly Salesforce Service Cloud and call center telephony systems, ensuring maximum adoption and value realization across the organization
Collaborate with engineering teams to define technical requirements for omnichannel routing, IVR systems, CTI integrations, workforce management, and automated case deflection workflows
Design and implement support metrics and dashboards that provide actionable insights into call volume trends, agent performance, customer satisfaction, and operational efficiency
Conduct user research and gather feedback from support agents and supervisors to continuously improve platform usability and effectiveness
Work cross-functionally with Customer Success, Sales, and Product teams to ensure seamless customer data flow and consistent support experience across all touchpoints
Define and track key performance indicators (KPIs) such as average handle time, first call resolution, CSAT scores, service level agreements, and platform adoption metrics
Stay current with contact center best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement
Support change management initiatives to drive adoption of new support processes and tools across the organization
Qualifications
Bachelor's degree in Business, Computer Science, Engineering, or related field
3-5 years of product management or product owner experience, preferably in contact center or customer service environments
Hands-on experience with Salesforce Service Cloud, including configuration, administration, and optimization of case management and omnichannel workflows
Deep understanding of call center telephony systems, including IVR, ACD, CTI, and workforce management platforms
Strong knowledge of contact center operations, including call routing strategies, queue management, and agent productivity optimization
Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies
Demonstrated ability to understand technical integration requirements between telephony and CRM systems
Data analysis skills with experience in creating dashboards and reports using Salesforce reporting, Tableau, or similar platforms
Strong stakeholder management skills with ability to influence and align cross-functional teams
Experience with omnichannel support strategies including voice, chat, email, and self-service
Preferred Qualifications
Salesforce Service Cloud certification (Administrator or Consultant)
Experience with leading telephony platforms (Five9, Genesys, NICE inContact, Amazon Connect, Talkdesk, etc.)
Previous experience in a Contact Center Manager, Support Operations, or Quality Assurance role
Familiarity with AI-powered features such as chatbots, intelligent routing, and speech analytics
Experience with workforce management (WFM) and quality management (QM) systems
Knowledge of compliance requirements for call recording and data privacy (PCI-DSS, GDPR, etc.)
Experience with self-service portal design and knowledge base management
Experience in high-volume B2B or enterprise support environments
The targeted pay range for this position in the following location is / locations are:
United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual
Canada - Toronto Office TRO : 131,000 - 181,000 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
Equinix Benefits
As an employee, you become important to Equinixâs success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure weâre providing you with the best package possible. So, wherever you are in your career and life, youâll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.