Brooksource
Brooksource

Product Owner - IVR & Contact Center Technology

North Carolina, NC, US • Posted 7 hours ago • Updated 3 hours ago
Contract W2
Contract Independent
On-site
$45.00 - $60.00/hr
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Job Details

Skills

  • Genesys
  • Orchestration
  • Payments
  • Collaboration
  • Collections
  • Customer Experience
  • User Experience
  • Telephony
  • Messaging
  • Testing
  • Continuous Improvement
  • Regulatory Compliance
  • Privacy
  • Recovery
  • Product Ownership
  • Product Management
  • Accountability
  • Roadmaps
  • User Stories
  • Business Rules
  • Customer Facing
  • Agile
  • Sprint
  • Interactive Voice Response
  • Routing
  • Authentication
  • Fluency
  • Analytical Skill
  • Communication
  • Management
  • Operational Efficiency

Summary

Product Owner - IVR & Contact Center Technology

Hybrid Role

Compensation: $45-$60 per hour
ABOUT THE ROLE

The Product Owner is responsible for owning the vision, roadmap, and execution of intelligent voice experiences that scale Ava across Auto Servicing and Collections. This role advances the North Star of leveraging Genesys as the orchestration layer to connect customers with the IVR, virtual agent, or human agent best equipped to resolve their needs. The Product Owner translates business goals and customer requirements into prioritized, actionable work across identification, authentication, customer eligibility, intent capture, self-service, payments, and contextual agent handoffs. Success is measured through improved customer resolution, increased containment, fewer transfers, and reduced cost to serve. The role requires close collaboration with business, technology, and UX partners to deliver seamless, secure, and efficient customer journeys, while continuously improving performance and embedding compliance and reliability.
WHAT YOU'LL DO

  • Set and execute the product vision and roadmap, translating the North Star into phased delivery plans that balance strategic capabilities, near-term enhancements, dependencies, and ongoing improvements
  • Own and prioritize the product backlog, creating and refining epics, features, user stories, and acceptance criteria; prioritize work based on customer value, business impact, risk, effort, and available capacity
  • Lead requirements sessions with Auto Servicing and Collections business partners to understand current processes, identify gaps, document business rules, and establish clear scope and success measures
  • Define customer eligibility and authentication requirements, partnering with business, technology, and authentication teams to address state and language restrictions, account status, backend alerts, authentication coverage, and exceptions
  • Shape the end-to-end customer experience by collaborating with UX and Ava leads to define intent capture, consistent voice experiences, routing, fallback behavior, and handoffs across IVR, Ava, and human agents
  • Advance self-service and payment capabilities by defining requirements for account inquiries, updates, pay-by-phone experiences, and other high-value servicing needs, coordinating payment and backend integrations
  • Coordinate cross-functional delivery with Telephony and Messaging teams, Ava lead, engineering, platform owners, vendors, and business partners to resolve dependencies and maintain delivery readiness
  • Preserve customer context by defining requirements to carry identity, authentication status, intent, and interaction history across systems, ensuring customers can continue their journey without unnecessary repetition
  • Own product acceptance and launch readiness, validating delivered capabilities against acceptance criteria, coordinating business testing, operational readiness, phased releases, and post-launch monitoring
  • Manage product performance and continuous improvement using interaction data, customer feedback, and operational insights to improve containment, task completion, routing accuracy, authentication success, transfer rates, and cost to serve
  • Embed controls and reliability by incorporating compliance, privacy, payment security, monitoring, error handling, and recovery requirements with appropriate partners
  • Communicate priorities and progress, providing clear updates on roadmap decisions, delivery status, risks, dependencies, and business outcomes
WHAT YOU BRING

  • Demonstrated experience in product ownership or product management, including accountability for a roadmap and prioritized backlog
  • Strong ability to translate complex business needs into clear epics, user stories, business rules, and testable acceptance criteria
  • Experience delivering customer-facing capabilities through Agile teams, including backlog refinement, sprint planning, and product acceptance
  • Understanding of contact center journeys, IVR, self-service, routing, authentication, and agent handoffs
  • Ability to facilitate requirements discussions, challenge assumptions, resolve ambiguity, and secure alignment across business and technology partners
  • Technical fluency sufficient to discuss APIs, system integrations, data dependencies, decision logic, and failure scenarios with engineering teams
  • Strong analytical skills, including the ability to define success measures, evaluate performance, and prioritize based on business value
  • Clear written and verbal communication, with the ability to explain complex experiences and tradeoffs to both technical and executive audiences
  • Ability to manage competing priorities and dependencies while maintaining ownership from discovery through post-launch improvement
  • Customer-focused judgment that balances ease of use, operational efficiency, security, and business requirements
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10110651
  • Position Id: a1Wcv0000018twPEAQ
  • Posted 7 hours ago

Company Info

About Brooksource

Here at Brooksource, relationships are at the center of everything we do. Since 2000, we have established and maintained long-lasting relationships with our clients and consultants to create an unparalleled experience. Brooksource is a trusted services provider that specializes in delivering Engineering and IT solutions for Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our Workforce Transformation program. As a certified partner for Salesforce, AWS, Microsoft, Google Cloud, and many other technology alliances, we are looking for professionals who want to be on the frontline of the latest trends in the industry.

We offer contract, contract-to-hire, and direct placement consultant opportunities, to provide a career path that can meet anyone's desires. The job search is hard, but you don’t have to do it alone! We know a successful partnership requires a good fit. Your personality, experience, and skill set are all important, contributing factors to that partnership. You can count on us to take the time to understand the type of technical and cultural fit that is right for you. As a Brooksource consultant, you will be provided with a comprehensive benefits plan, competitive compensation, and even paid time off!

Cyber Security Warning: Please be aware that all official Brooksource communications will ONLY come from emails displayed as [name]@brooksource.com. The use of any other domains is NOT an official Brooksource employee and could be fraudulent.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Benefits & Perks: 

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc. 

 Pay Disclaimer: 

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Partnerships:

  • Gold Microsoft Partner – Cloud Platform
  • Gold Microsoft Partner – Data Analytics
  • Silver Microsoft Partner – Data Platform
  • Silver Microsoft Partner – Security
  • Silver Microsoft Partner – Application Development
  • Silver Microsoft Partner – Data Center
  • AWS Partner
  • Salesforce Partner
  • Salesforce – Authorized Training Provider
  • Salesforce Talent Alliance Employer
  • Tableau Services Partner
  • Snowflake Partner
  • Google Cloud Platform (GCP) Services Partner

Awards (Extended):

  • Best Places to Work 2022, Charlotte Business Journal, 2022
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2021
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2020
  • Best Places to Work in Charlotte (#8 Small Business), Charlotte Business Journal, 2019
  • 2019 Best Places Work in Kentucky, Kentucky Chamber of Commerce, 2019
  • Top Workplaces, Indy Star, 2019
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2019
  • Best & Brightest Companies to Work For in the Nation, Best & Brightest, 2018
  • Top Work Places, Indy Star, 2018
  • Best Places to Work, Jacksonville Business Journal, 2018
  • Best Places to Work, Charlotte Business Journal, 2018
  • Best Places to Work in Kentucky (Small/Medium), Kentucky Society for Human Resource Management State Council and the Kentucky Chamber of Commerce, 2018
  • Milwaukee’s 2018 Best And Brightest Companies To Work For, Milwaukee's Best and Brightest Place to Work, 2018
  • Best Places to Work, Best Places to Work in Kentucky, 2017
  • Best Places to Work, Best Places to Work in Kentucky, 2016
  • Best Places to Work, Jacksonville Business Journal, 2016
  • Top Workplaces, The Indianapolis Star, 2016
  • Top Workplaces, Indianapolis Star, 2015
  • Best Places to Work, Charlotte Business Journal, 2015
  • Best Places to Work Atlanta, Atlanta Business Chronicle, 2014
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