AI Product Owner Contact Center - Remote (Some Travel required)
Posted 1 day ago by Empower Professionals
Negotiable
Undetermined
Remote
Remote
Summary: The AI Product Owner for the Contact Center role is focused on enhancing customer-facing experiences through the design of conversational flows and digital self-service journeys. This position requires a strong background in product ownership, particularly in analyzing operational data to inform product decisions. Candidates must be willing to travel to Denver, CO, 1-2 times per month. The role is remote but emphasizes direct engagement with contact center operations.
Key Responsibilities:
- Design conversational flows, including deterministic bots/IVR and digital self-service journeys.
- Analyze call volume, business rules, and operational data to inform product decisions.
- Utilize product owner experience to drive business analysis and data-driven decision-making.
- Collaborate with teams to enhance customer-facing experiences in the contact center.
Key Skills:
- Contact center experience focused on customer-facing experiences.
- Experience designing conversational flows and digital self-service journeys.
- Strong business analysis and data-driven decision-making skills.
- Product Owner experience (not project management).
- Experience with Google's contact center platform (nice to have).
- Experience in telco (nice to have).
Salary (Rate): £48.00 hourly
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role: AI Product Owner Contact Center
Location: Stamford, CT (Remote)
Duration: 12+ Months
Note: Candidates need to travel 1 2 times per month to Denver, CO (required).
Qualifications:
- Contact center experience focused on customer-facing experiences, not back-end systems (e.g., Pega).
- Experience designing conversational flows, including deterministic bots/IVR and digital self-service journeys.
- Product Owner experience (not project management), with strong business analysis and data-driven decision-making skills.
- Ability to analyze call volume, business rules, and operational data to make informed product decisions.
Nice to Have:
- Experience with Google's contact center platform
- Experience is telco is a plus
In compliance with the salary transparency law, the expected pay range for this role is $55-60/hr. Actual compensation depends on experience and interview evaluation.