Senior Product Owner

Role Overview

Required Experience & Skills

• 7+ years of experience as a Product Owner, Product Manager, or Senior Business Analyst
• Strong hands-on experience with contact center platforms and workflows
• Experience with IVR, IVA, voice bots, or speech analytics
• Proven ability to define and deliver analytics and reporting products
• Solid understanding of Agile product delivery
• Comfortable working in AI-enabled product environments

Key Responsibilities

• Conversational Self-Service (IVA / IVR)
• Design and prioritize voice-based self-service workflows
• Define call flows, routing logic, intent recognition, and escalation to live agents
• Write clear epics and user stories that combine flow design with LLM-driven reasoning
• Account for real-world voice constraints such as latency, recognition errors, and fallback handling
• Real-Time Agent Assist
• Understand live agent workflows during customer calls
• Define requirements for real-time transcription, contextual guidance, compliance prompts, and sentiment indicators
• Partner with engineering to balance latency, accuracy, and usability in real-time AI systems
• Post-Call Analytics
• Define features for automated call summaries, sentiment scoring, and topic detection
• Translate call behaviors into actionable analytics for supervisors and compliance teams
• Ensure analytics outputs are measurable, consistent, and operationally useful
• AI-Driven Analytics & BI
• Own contact center KPIs such as AHT, CSAT, FCR, and sentiment trends
• Define data requirements and consistent metrics across multiple products
• Work with BI dashboards, semantic layers, and role-based access
• Translate business questions into clear analytical requirements
• AI/ML Fluency (Practical, Non-Technical)
• Understand how speech-to-text, summarization, sentiment, and retrieval systems behave in production
• Validate AI outputs and escalate accuracy or reliability issues
• Clearly communicate AI capabilities and limitations to stakeholders
• Agile Delivery & Execution
• Write crisp epics, user stories, and acceptance criteria
• Manage and prioritize a multi-product backlog
• Lead sprint refinement, planning, demos, and UAT
• Deliver incremental customer value every sprint
• Collaboration & Decision-Making
• Partner closely with engineering and AI teams to communicate trade-offs
• Balance customer needs with technical and delivery constraints
• Make roadmap decisions based on ROI, complexity, and dependencies

What Youll Own Independently

• A strong analytics foundation across all contact center products
• Clear product priorities and execution cadence
• Confident communication with customers, engineers, and AI specialists

Nice to Have

• Experience with CCaaS platforms (eg, Genesys, NICE, Amazon Connect, Five9, Twilio, Talkdesk)
• Exposure to real-time AI systems or agent desktop tools
• Experience working directly with enterprise customers