IVR Product Owner

Looking to hire a Product Owner who will lead the Identification and prioritization of agent use cases with high ROI: operational automation, coordination agents, internal task delegation 

Call Center Experience team within Global Customer Service and Operations is looking to build Agentic AI that will enable CLIENT Contact Center Customers to interact  with an "AI that acts" instead of an "AI that talks". These agentic AI will enable customers get faster and 24x7 service and 24x7. 

Qualifications:

Candidate will be involved in the following activities:

Use Case Discovery & Validation

• Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.
• Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.
• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.

Product Design & Execution

• Define the agentic AI experience — for contact center use cases.
• Combine business insight, data and AI capabilities to translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces

Cross-Functional Collaboration

• Collaborate with Business SME's to  deeply understand the use cases
• Collaborate with engineering to align product needs with agent platform capabilities (Voice talent, Caller input recognition)
• Work with Technology Partners to ensure the platform supports the complexity of the agents

Strategy & Metrics

• Define success metrics around outcomes — time saved, accuracy improved, failures recovered.

Minimum Qualifications

• 5+ years of product ownership building complex, user-facing call center omnichannel (voice, chat) applications
• Strong knowledge of speech recognition, user experience design
• MUST HAVE Familiarity with agentic AI tools (e.g., LLM agents)
• Strong communication, prioritization, and execution skills

Preferred Qualifications

• Exposure to or interest in domains like contact center operations and Insurance domain