Product Owner - AI Automation & Insights Platform

• Goal

  : Hire one strong PO/BA who can drive product development in priority order.

Conversational Self-Service (IVA/IVR)

• ? Understands basics of contact center call flows, routing, self-service automation, voice AI (STT/TTS latency, error handling, call escalations).
• ? Can combine flow design and LLM reasoning to automate customer interactions across voice.
• ? Write clear user stories to create self-service workflows, integrating AI agents for intent recognition and seamless escalation to human agents.

Real-Time Agent Assist

• ? Understands agent workflows during live calls.
• ? Can define requirements for: real-time transcription, contextual suggestions, compliance prompts, live sentiment.
• ? Knows what affects real-time AI system performance.

Post-Call Analytics

• ? Understands supervisor workflows, compliance checks.
• ? Can define: automated summaries, sentiment scoring, topic detection
• ? Strong ability to translate call behaviors into measurable analytics.

AI-Driven Analytics Studio (BI + NLP Querying)

• ? Understands contact center KPIs (AHT, CSAT, FCR, sentiment trends).
• ? Familiar with BI dashboards, semantic layers, and role-based access.
• ? Can translate business questions into data requirements.
• ? Can define consistent metrics across products.

AI/ML Fluency (Non-technical but practical)

• ? Understands how STT, summaries, sentiment, and retrieval behave.
• ? Can validate model outputs and escalate accuracy issues.
• ? Communicates limitations of AI clearly to stakeholders.

Agile Execution

• ? Writes crisp epics, user stories, acceptance criteria.
• ? Manages a multi-product backlog without losing clarity.
• ? Leads sprint refinement, planning, demos, and UAT.
• Customer & Engineering Collaboration
• ? Communicates trade-offs to engineering and AI teams.
• ? Balances customer expectations with feasible delivery.

Decision-Making & Prioritization

• ? Makes roadmap decisions based on ROI, complexity, and dependencies.

The candidate can independently:

• ? Build a foundation for analytics across all products.
• ? Deliver incremental value every sprint.
• ? Speak confidently with customers, engineers, and AI teams.