IVR Product Owner
Posted 7 days ago by 7N USA, Inc.
Negotiable
Undetermined
Remote
Remote
Summary: The IVR Product Owner will lead the development and strategy of IVR applications to enhance the Client's Global Customer Service and Operations. This role requires collaboration with various business units to align IVR strategies with overall service visions, while also managing the creative process for new features and ensuring user experience through data analysis. The position demands expertise in IVR technologies and Agile methodologies, along with strong communication and stakeholder management skills. The role is remote, allowing for flexibility in work arrangements.
Key Responsibilities:
- Serve as Product Owner for IVR Applications that supports Client's Global Customer Service and Operations
- Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies
- Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward
- Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR
- Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend a scenarios, review UAT test cases and support UAT testing team
- Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization
Key Skills:
- Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
- Have a Design Thinking Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria
- Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural
- Expert Understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
- Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot
- Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results
- Expert understanding of Agile Methodologies, preferably certified Agile Product Owner
- Agile and DevOps methodology: Backlog grooming, Sprint Planning
- Excellent Communication, organization, and planning skills
- Stakeholder Management
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
NO AGENCY, THIRD PARTY OR VISA CANDIDATES
Role: IVR Product Owner
Location: Bridgewater NJ, Cary NC, Warwick, RI, Tampa FL preferred
Job Description:
• Serve as Product Owner for IVR Applications that supports Client's Global Customer Service and Operations
• Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies
• Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward
• Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR
• Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend a scenarios, review UAT test cases and support UAT testing team
• Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization
Technical & Professional Skills Required:
• Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
• Have a Design Thinking Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria
• Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural
• Expert Understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
• Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot
• Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results
• Expert understanding of Agile Methodologies, preferably certified Agile Product Owner
• Agile and DevOps methodology: Backlog grooming, Sprint Planning
• Excellent Communication, organization, and planning skills
• Stakeholder Management
Experience Required:
• 3+ years' current experience working within a complex IVR development environment
• 3+ years' current experience working on a Scrum and/or Agile team as Product Owner
• 3+ years' experience with creating documentation for communication with varied audiences
• 2+ years' experience working on complex development projects