Senior Product Owner - Service and Supervision (IVR)
TinyURL (company site, opens in a new tab)7–8 yrsHyderabadOn-siteDirect career pageEst. 18–28 LPA
Posted 2d ago
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Job description
Structured overview of role & requirements
About This Role
- Define and prioritize IVR product features focusing on natural language understanding, intelligent call routing, and contact center automation to enhance customer voice experience.
- Own backlog management, sprint planning, and delivery coordination to meet roadmap commitments and optimize IVR capabilities.
- Collaborate across product management, technology, operations, analytics, and vendor partners to translate business and caller needs into measurable product outcomes and continuous improvements.
Minimum Requirements
- 7-8 years experience with voice systems, IVR platforms, or contact center/customer service technologies.
- Experience as a Product Owner or similar role managing backlog, user stories, acceptance criteria, and Agile sprint support.
- Working knowledge of Agile delivery methodologies and practices including backlog refinement, sprint and PI planning, demos, and production readiness.
- Strong stakeholder communication and facilitation skills across multidisciplinary teams.
Ideal Candidate Profile
- Experienced in translating complex business and operational needs into prioritized product features to enhance caller experience and operational efficiency.
- Demonstrated ability to manage delivery priorities balancing client experience, technical feasibility, and operational goals within Agile frameworks.
- Comfortable working cross-functionally with Product Management, technology, operations, analytics, UX, and vendors to drive IVR and contact center service improvements.