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Metro location and accessible product-owner title but niche IVR specialization reduces candidate pool.
Requires domain-specific IVR and contact-center experience, limiting cross-industry transferability.
Explicit 7–8 years with voice/IVR experience and product-owner delivery skills makes filters strict.
Define, prioritize, and deliver enhancements to improve customer voice experience via natural language understanding, intelligent call routing, and contact center automation.
Own product backlog, user story creation, sprint execution, and coordination across business, technology, operations, and vendor teams to meet roadmap commitments.
Optimize IVR call flows, reduce misroutes, improve containment, and align IVR capabilities with service strategy and measurable business outcomes.
7–8 years experience with voice systems, IVR platforms, contact center technologies, or related customer service technology.
Experience as Product Owner or similar role managing backlog, user stories, acceptance criteria, and sprint execution.
Working knowledge of Agile delivery practices including backlog refinement, sprint planning, testing support, and production readiness.
Work Experience Required: 7–8 years in relevant domains as specified above.
Demonstrated ability collaborating across Product Management, technology, operations, analytics, UX, and vendor teams to deliver shared outcomes.
Experience translating business needs and operational requirements into clear, measurable features and call flow changes in an Agile environment.
Familiarity with natural language understanding, conversational IVR, call routing logic, and use of performance metrics like containment and misroutes to drive continuous improvement.