Voice Channel Product Owner - 8088

Seeking results-oriented Agile product owner to manage a product backlog and deliver self-service and/or personalized member experiences in the voice channel.

Ideal candidates have experience applying Genesys (or equivalent) technology for Interactive Voice Response (IVR) units and call routing / business rules to drive efficiencies and improved user experience. Expertise leveraging chatbots on the voice channel to streamline caller experiences and expand self-service offerings is also desired.

Responsibilities include:
Create and maintain the product backlog with input from leadership and Agile team members
Ensure the product backlog is updated and available to the entire development team.
Work with management to create/maintain a product vision and roadmap
Collaborate with enterprise users and stakeholders of the system to collect/define requirements and understand potential and impacts to overall IVR design
Work with Solution Architects to understand how API components integrate with the self-service/personalized experience
Refine Agile features to meet “Definition of Ready” for Program Increment (PI) Planning
Review User Interface Design (UID) documents with designers/developers to ensure intended design aligns with original vision and meets stakeholder business needs
Work with functional testers to review test scripts / scenarios to ensure adequate testing of assigned features
Drive agile team members, stakeholders, and outside development teams to meet established deadlines
o Ensure development/vendor team prioritizes tasks based on stakeholder needs
o Evaluate and communicate progress throughout the development process
o Communicate / escalate obstacles and risks to program leadership, as appropriate
Conduct live and/or recorded calls to demonstrate final experience with stakeholders