Product Owner

Product Owner

Pune, Maharashtra, India

We are seeking a strong Product Owner / Business Analyst to independently drive product development across AI-powered contact center solutions. This role owns prioritization, backlog clarity, and delivery across Conversational Self-Service, Real-Time Agent Assist, Post-Call Analytics, and AI-driven Analytics platforms. The ideal candidate blends deep domain understanding of contact centers with practical AI fluency, strong analytical thinking, and disciplined Agile execution—ensuring incremental, high-impact delivery every sprint.

Key Skills

Conversational AI & Contact Center Domain

• Contact center call flows, IVR/IVA, routing, and self-service automation
• Voice AI fundamentals (STT/TTS latency, error handling, escalations)
• Designing AI-driven conversational workflows with LLM reasoning
• Seamless escalation from AI to human agents

Real-Time Agent Assist

• Live agent workflows and call-time decision support
• Requirements for real-time transcription, sentiment, compliance prompts
• Understanding performance constraints in real-time AI systems

Post-Call Analytics & AI Insights

• Supervisor workflows, QA, and compliance checks
• Automated summaries, sentiment scoring, topic detection
• Translating call behavior into measurable analytics

AI-Driven Analytics & BI

• Contact center KPIs (AHT, CSAT, FCR, sentiment trends)
• BI dashboards, semantic layers, role-based access
• Defining consistent metrics across products
• Translating business questions into data requirements

AI/ML Fluency (Non-Technical)

• Practical understanding of STT, summarization, sentiment, retrieval
• Ability to validate AI outputs and flag accuracy gaps
• Clear communication of AI limitations and trade-offs

Agile Product Ownership

• Writing clear epics, user stories, and acceptance criteria
• Managing complex, multi-product backlogs
• Sprint planning, refinement, demos, and UAT leadership

Stakeholder Collaboration & Decision-Making

• Strong communication with customers, engineers, and AI teams
• Balancing delivery feasibility with customer expectations
• Roadmap prioritization based on ROI, complexity, and dependencies

Experience

• Proven experience as a Product Owner, Business Analyst, or similar role in SaaS, AI, or contact center platforms
• Demonstrated ownership of product delivery across multiple workflows or products
• Experience defining analytics foundations and consistent metrics
• Track record of delivering incremental value sprint over sprint
• Comfortable engaging independently with customers, engineering, and AI teams