Product Owner - IVR & Contact Center Technology

Product Owner - IVR & Contact Center Technology

Hybrid Role

Compensation: $45-$60 per hour
ABOUT THE ROLE

The Product Owner is responsible for owning the vision, roadmap, and execution of intelligent voice experiences that scale Ava across Auto Servicing and Collections. This role advances the North Star of leveraging Genesys as the orchestration layer to connect customers with the IVR, virtual agent, or human agent best equipped to resolve their needs. The Product Owner translates business goals and customer requirements into prioritized, actionable work across identification, authentication, customer eligibility, intent capture, self-service, payments, and contextual agent handoffs. Success is measured through improved customer resolution, increased containment, fewer transfers, and reduced cost to serve. The role requires close collaboration with business, technology, and UX partners to deliver seamless, secure, and efficient customer journeys, while continuously improving performance and embedding compliance and reliability.
WHAT YOU'LL DO

• Set and execute the product vision and roadmap, translating the North Star into phased delivery plans that balance strategic capabilities, near-term enhancements, dependencies, and ongoing improvements
• Own and prioritize the product backlog, creating and refining epics, features, user stories, and acceptance criteria; prioritize work based on customer value, business impact, risk, effort, and available capacity
• Lead requirements sessions with Auto Servicing and Collections business partners to understand current processes, identify gaps, document business rules, and establish clear scope and success measures
• Define customer eligibility and authentication requirements, partnering with business, technology, and authentication teams to address state and language restrictions, account status, backend alerts, authentication coverage, and exceptions
• Shape the end-to-end customer experience by collaborating with UX and Ava leads to define intent capture, consistent voice experiences, routing, fallback behavior, and handoffs across IVR, Ava, and human agents
• Advance self-service and payment capabilities by defining requirements for account inquiries, updates, pay-by-phone experiences, and other high-value servicing needs, coordinating payment and backend integrations
• Coordinate cross-functional delivery with Telephony and Messaging teams, Ava lead, engineering, platform owners, vendors, and business partners to resolve dependencies and maintain delivery readiness
• Preserve customer context by defining requirements to carry identity, authentication status, intent, and interaction history across systems, ensuring customers can continue their journey without unnecessary repetition
• Own product acceptance and launch readiness, validating delivered capabilities against acceptance criteria, coordinating business testing, operational readiness, phased releases, and post-launch monitoring
• Manage product performance and continuous improvement using interaction data, customer feedback, and operational insights to improve containment, task completion, routing accuracy, authentication success, transfer rates, and cost to serve
• Embed controls and reliability by incorporating compliance, privacy, payment security, monitoring, error handling, and recovery requirements with appropriate partners
• Communicate priorities and progress, providing clear updates on roadmap decisions, delivery status, risks, dependencies, and business outcomes

WHAT YOU BRING

• Demonstrated experience in product ownership or product management, including accountability for a roadmap and prioritized backlog
• Strong ability to translate complex business needs into clear epics, user stories, business rules, and testable acceptance criteria
• Experience delivering customer-facing capabilities through Agile teams, including backlog refinement, sprint planning, and product acceptance
• Understanding of contact center journeys, IVR, self-service, routing, authentication, and agent handoffs
• Ability to facilitate requirements discussions, challenge assumptions, resolve ambiguity, and secure alignment across business and technology partners
• Technical fluency sufficient to discuss APIs, system integrations, data dependencies, decision logic, and failure scenarios with engineering teams
• Strong analytical skills, including the ability to define success measures, evaluate performance, and prioritize based on business value
• Clear written and verbal communication, with the ability to explain complex experiences and tradeoffs to both technical and executive audiences
• Ability to manage competing priorities and dependencies while maintaining ownership from discovery through post-launch improvement
• Customer-focused judgment that balances ease of use, operational efficiency, security, and business requirements