IVR Product Owner

Software Guidance & Assistance, Inc., (SGA), is searching for an IVR Product Owner for a CONTRACT assignment with one of our premier Insurance Services clients in Cary, NC or remote .

Responsibilities :

• Serve as Product Owner for IVR / IVA Applications that supports firm 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/IVA 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 / IVA
• Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend and ensure the delivery of solutions and enhancements
• Support UAT Testing by helping define UAT test 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

Required Skills :

• 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
• Expert understanding of Collaboration Tools such as 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, Natural Language Processing, Toll Free Number Engineering, Automatic Call Distribution
• Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot
• Expert Understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
• 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

Preferred Skills :

• 2+ years' experience working on Genesys Cloud Interactive Voice Applications

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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