IVR Product Owner

In this role, you will be involved in every aspect of the product development process from discovery to delivery. You will work directly with designers, engineers, and stakeholders to ship meaningful products to millions of users around the world.

We are looking for candidates with an innovation mindset and full range of product development skills. Applicants must be able to push the boundaries of what is possible, while sharing in our healthy obsession of quality and simplicity.

• Work cross functionally with the business heads and delivery heads to execute the product strategy and roadmap
• Ensuring appropriate research and user testing is done before we build solutions
• Act as a subject matter expert to a cross-functional team on sprint planning, standups, retrospectives, and maintaining/controlling a backlog
• Writing effective use cases that address the problems and needs of our users
• Defining and instrumenting success criteria that is measured via qualitative and quantitative feedback
• Working with the Engineering Leads to manage technical debt and ensure timely delivery of projects
• Manage an effective and groomed backlog in ADO
• Copy Features and User Stories in ADO while maintaining links, attachments, and other relevant information
• Manage an effective and groomed backlog in ADO
• Query ADO to provide relevant information to dev team and stakeholders
• Clearly define Acceptance Criteria per feature
• Expert Agile Processes management (Scrum and Agile Hybrid) and Cross Functional communication
• Effective at managing a team with proactive talent development
• World Class Program & Project Execution, consistently hitting dates
• Efficient Delivery of Services (High Quality, Low cost) with continuous improvement
• Efficient and Effective Solution Delivery Process development with continuous improvement driven by data

Education:

• Bachelor's degree preferably in business, IT, computer science, engineering, project management or another technology-focused field
• 2-4 years of experience in managing moderate to high complexity agile projects

Previous Experience:

• Proficiency in a wide range of tools and software.
• Experience working in a highly collaborative environment.
• Experience working closely in cross-disciplinary teams, including Business Analysts and Developers, to shepherd products through the complete SDLC.
• Comprehensive understanding of the current trends and best-practices in IVR and telephony technologies.
• Strong practical knowledge of agile methodologies, product development, information architecture, and usability testing.
• Ability to work in a fast-paced environment, acting quickly when required.
• Familiarity with the technical architectural considerations involved when designing for complex systems.

Other Requirements:

• Experience with Contact Center systems – IVR, CTI, Workforce Management, Call Reporting, Call Scripting and Routing
• Knowledge of Speech Recognition technology
• Experience with Voice User Interface (VUI) design and caller usability
• Experience in speech grammar development
• Experience in designing reporting solutions
• Excellent communication, presentation, interpersonal, and analytical skills including the ability to communicate complex concepts clearly across different audiences and varying levels of the organization.
• An unwavering passion to advocate on behalf of our users.
• Relentless desire for innovation, balanced with business needs and customer expectations.
• Adept at leading software projects of varying sizes and degrees of complexity.
• A strong work ethic, tireless focus on the customer, demonstrated experience delivering business needs, and experience creating simple and intuitive interfaces for complex applications across multiple sectors (ecommerce, B2B, B2B2C, D2C).
• A passionate advocate for the user, always putting their needs first.
• Deep empathy for the user’s daily struggles and challenges and commitment to always provide the best experience possible.