Senior Product Owner - Service And Supervision (IVR)

Role & responsibilities

• 8 years of experience working with voice systems, IVR platforms, contact center technologies, or related customer service technology solutions.
• Experience serving as a Product Owner or in a similar product delivery role, including backlog management, user story creation, acceptance criteria definition, and sprint execution support.
• Working knowledge of Agile delivery practices, including backlog refinement, sprint planning, PI planning, demos, testing support, and production readiness activities.
• Ability to translate business needs, caller experience goals, and operational requirements into clear features, user stories, call flow changes, and measurable delivery outcomes.
• Strong communication, facilitation, and stakeholder management skills, with the ability to work across Product Management, technology, operations, analytics, and vendor teams.
• Partner closely with the Product Manager to translate the Omni IVR roadmap into prioritized features, user stories, acceptance criteria, and sprint-ready backlog items that support natural language, call routing, and service experience objectives.
• Own day-to-day Product Owner responsibilities, including backlog refinement, story prioritization, dependency management, sprint planning support, requirement clarification, and coordination with delivery teams to ensure roadmap commitments are executed successfully.
• Collaborate with business stakeholders, operations, technology, UX, analytics, and vendor partners to gather requirements, validate call flow changes, support testing, resolve defects, and drive continuous improvement across IVR routing, containment, and caller experience.

Preferred candidate profile

• Experience with natural language understanding, conversational IVR, speech recognition, text-to-speech, intent design, call routing logic, or voice bot capabilities.
• Familiarity with contact center platforms, telephony technologies, CRM integrations, routing strategies, call flow design, or service center operations.
• Experience using data, reporting, or performance metrics such as containment, misroutes, transfer rates, call volume, average handle time, and customer experience trends to identify improvement opportunities.
• Proficiency with Agile delivery tools and documentation practices, such as Jira, Azure DevOps, Confluence, Visio, or similar tools used for backlog management, process flows, and requirement traceability.