Product Manager – Consultant, Interactive Voice Response, Call Routing
Job Description:
- Contribute to the product vision and roadmap for IVR and call routing, aligning with enterprise customer experience and operational strategies.
- Collaborate with fellow Product Managers to manage the lifecycle of IVR and routing features: ideation, requirements gathering, design, testing, launch, adoption, and ongoing optimization.
- Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value.
- Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria.
- Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities.
- Provide timely feedback on iterations to ensure product outcomes meet business objectives.
- Represent the "voice of the customer" and contact center operations during product discussions and solution design.
- Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design.
- Advocate for usability, accessibility, and compliance in IVR design to ensure all solutions meet regulatory and customer needs.
- Engage in discovery and test-and-learn activities to validate new features and routing strategies.
- Stay informed about industry trends (AI-driven IVR, predictive routing, real-time translation) and provide recommendations on applicability.
- Partner with peers and vendors to explore adoption of emerging CCaaS capabilities.
- Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, call deflection, handle time impact, and customer satisfaction (NPS/CSAT).
- Collaborate with analytics teams to derive actionable insights from call journey data, customer feedback, and operational metrics.
- Support pilots or A/B tests to measure feature performance prior to large-scale rollout.
- Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations).
- Partner with Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goals.
- Contribute to training and enablement efforts that prepare operational teams for changes in call flow or routing logic.
Requirements:
- 3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems.
- Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus).
- Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners.
- Insurance industry experience is a plus but not required.
- Familiarity with IVR design principles, call routing strategies, and integrations with CRM, WFM, QM, and analytics tools.
- Understanding of AI/ML applications in contact centers (natural language IVR, predictive routing, speech analytics, real-time agent assistance).
- Ability to interpret data dashboards and apply insights to improve routing strategies and customer outcomes.
- Strong analytical and problem-solving skills, with ability to support definition and tracking of KPIs.
- Excellent communication and collaboration skills, with proven ability to work effectively as part of a Product Management team.
- Experience in Agile/Scrum environments; knowledge of SAFe or other scaled agile frameworks a plus.
- Business acumen with the ability to balance customer experience, operational efficiency, and compliance requirements.
- Experience with ad-hoc reporting tools, such as SQL, is a plus.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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