Roles and Responsibilities

• 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 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
• 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 Language Processing
• 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
• Agile and DevOps methodology: Backlog grooming, Sprint Planning

 

Required Qualifications

• 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.
• Excellent Communication, organization and planning skills
• Understanding of Agile Methodologies, Preferably certified Agile Product Owner