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Specialized IVR requirement and moderate employer brand yield moderate applicant competition in Hyderabad.
Role demands IVR and contact-center domain expertise, limiting cross-industry transferability.
Explicit 7–8 years plus required IVR/contact-center product ownership raises filter strictness.
Own and prioritize the Omni IVR product backlog to improve customer voice experience through enhanced natural language processing, call routing, and contact center automation.
Collaborate with stakeholders including Product Management, technology, operations, and vendors to translate customer and business needs into clear, actionable product requirements and call flow improvements.
Drive sprint planning, backlog refinement, testing support, and continuous improvement to ensure successful execution of IVR capabilities aligned to service strategy and measurable business outcomes.
7–8 years experience with voice systems, IVR platforms, contact center technologies, or related customer service technology solutions.
Experience as a Product Owner or similar role involving backlog management, user story creation, acceptance criteria definition, and sprint execution support.
Working knowledge of Agile delivery practices including backlog refinement, sprint and PI planning, demos, testing support, and production readiness.
Strong communication and stakeholder management skills to coordinate across Product Management, technology, operations, analytics, and vendor teams.
Experienced in translating complex business and caller experience requirements into prioritized product features and measurable delivery outcomes within Agile environments.
Skilled in cross-functional collaboration to balance client experience, operational efficiency, and technical feasibility while managing competing priorities.
Familiarity with natural language understanding, conversational IVR, speech recognition, contact center platforms, and using data-driven metrics to drive continuous improvement in call flow and routing.