IVR Product Owner

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