Hi,
Hope you are doing well,
Please find the job description given below and let me know your interest.
Position: Product Owner – Contact Center & AI Solutions (Remote)
Location: 100% Remote
Duration : 6+ month
Job Description:
Overview
Highly skilled Product Owner (PO) with strong domain expertise in Contact Center / Telephony systems and a solid foundation in modern data and cloud technologies.
The ideal candidate will bridge business needs with technical execution, driving product vision and delivery across AI-driven solutions and platform enhancements.
Key Responsibilities
- Partner with business stakeholders, product owners, contact-center operations, SMEs, architects, developers, and QA teams to identify and document business and functional requirements.
- Lead discovery and requirements analysis for IVR, contact-center, and customer/member servicing initiatives.
- Analyze existing and future-state IVR menus, call flows, routing rules, queue selection, transfers, fallback scenarios, escalation paths, and agent handoffs.
- Translate business requirements and customer journeys into epics, features, user stories, acceptance criteria, process flows, functional specifications, and test scenarios.
- Create and maintain product backlogs, supporting backlog prioritization, refinement, sprint planning, demos, release planning, and stakeholder sign-off.
- Analyze integration requirements between contact-center platforms, CRM systems, APIs, and downstream applications, including API/JSON data mapping, authentication requirements, and service dependencies.
- Support workflows involving Salesforce Health Cloud and Service Cloud, including customer/member servicing and agent experience.
- Lead or coordinate SIT, UAT, regression testing, defect triage, requirement traceability, and business validation.
- Validate end-to-end call-routing scenarios and ensure expected customer/member experience across IVR, routing, CRM touchpoints, and agent handoffs.
- Identify dependencies, risks, assumptions, impacts, and gaps throughout the product lifecycle.
- Facilitate discussions between business and technology teams to drive requirements clarification and timely decision-making.
- Support production readiness, release validation, business sign-off, and post-production issue analysis.
Required Skills
Contact Center & IVR
- Strong hands-on business analysis experience with Genesys Cloud and/or NICE CXone.
- Strong understanding of IVR call flows, menu options, intent-based routing, queue/routing rules, transfers, fallback paths, escalation processes, and agent handoffs.
- Experience documenting and validating complex contact-center customer journeys.
- Understanding of CRM integration and agent desktop/contact-center touchpoints.
Soft Skills
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Ability to manage competing priorities in a fast-paced environment.
- Detail-oriented with a strong focus on delivery and outcomes.
Preferred Qualifications
- Experience working with AI-driven or automation platforms.
- Familiarity with cloud-native architectures.
- Previous experience in a technical Product Owner role.
If you are interested, please share your updated resume and suggest the best number & time to connect with you.
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