Voice Channel / Chatbot Product Owner

Title: Voice Channel / Chatbot Product Owner
Location: Pensacola, FL (HYBRID)
Duration: Initial 6-month with potential extensions
Compensation: $55.00 - $60.00/hour
Work Requirements: , Holders or Authorized to Work in the U.S.

Voice Channel / Chatbot Product Owner
Seeking results-oriented Agile product owner to manage a product backlog and deliver self-service and/or personalized member experiences in the voice channel, with a focus on self-service via Natural Language Processing and conversational design.

Ideal candidates have experience leveraging Natural Language Processing / chatbot solutions in the voice channel to drive efficiencies and streamline experiences. A proven track-record working with internal stakeholders, development teams, and user experience designers in an agile / scrum environment is also desired.

Key Responsibilities:
User Experience Ownership:

• Collaborate with enterprise users and stakeholders of the system to collect/define requirements and understand potential impacts to overall chatbot design and end-to-end voice channel experience
• Take end-to-end ownership of features to deliver incremental value and meet Definition of Ready for planning events and portfolio reviews
• Create, maintain, and prioritize the product backlog items (PBIs) in Azure DevOps for assigned features with input from leadership and Agile team members
• Ensure Acceptance Criteria support functional test script creation and adequate testing of assigned features
• Review experience documentation with designers/developers to ensure intended design aligns with original vision and meets stakeholder business needs
• Conduct independent user acceptance testing of experience PBIs / user stories supporting assigned features

Stakeholder and Agile Team Engagement:

• Drive agile team members, stakeholders, and outside development teams to meet established deadlines
• Ensure development/vendor team prioritizes tasks based on stakeholder needs
• Communicate timelines with stakeholders and account for business needs (training material, change management, etc.), to include progress throughout the development process
• Communicate / escalate obstacles and risks to program leadership, as appropriate
• Conduct live and/or recorded demonstrations of final experiences with stakeholders

Qualifications:

• 5+ years of experience as a Product Owner in Agile environments, preferably within financial services industry
• Demonstrated understanding of IVR systems and chatbot / AI technologies, to include natural language processing and conversational designs
• Hands-on experience with Microsoft Azure Bot Framework
• Proficiency in managing backlogs and kanban boards using Azure DevOps.
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally with technical teams, business units, and third-party vendors.

Role & Rate Catalog:
A Digital Specialist - Voice Channels designs, implements, and optimizes voice channel technologies to enhance customer interactions, improve efficiency, and align with organizational digital strategies.
1. Expertise in voice technologies (e.g., IVR systems, speech recognition, voice assistants, and AI-driven voice solutions)
2. Experience with call center platforms and voice channel optimization tools
3. Strong understanding of customer experience (CX) principles and strategies for voice interactions
4. Strong communication skills, with the ability to articulate technical concepts to non-technical stakeholders.

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.