IVR Product Owner

Pay Offers : $55 to $63 / hr.

Description :

• Position is hybrid out of Cary, NC office

Experience Required

3+ years current experience working within a complex IVR development environment

3+ years current experience working on a Scrum and / or Agile team as Product Owner

3+ years experience with creating documentation for communication with varied audiences

2+ years experience working on complex development projects

Experience Highly Desired

2+ years experience working on Genesys Cloud Interactive Voice Applications

IVR Product Owner :

Serve as Product Owner for IVR / IVA Applications that supports

Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR / IVA strategy aligns with overall service vision and strategies

Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward

Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR / IVA

Leverage metric and data analysis derived from application performance / availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend and ensure the delivery of solutions and enhancements Support UAT Testing by helping define UAT test scenarios, review UAT test cases and support UAT testing team

Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization

Technical & Professional Skills Required

Expert understanding of Collaboration Tools such as Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio

Have a Design Thinking Mindset : Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria

Expert Understanding of technologies used in the IVR and telephony : Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Natural Language Processing, Toll Free Number Engineering, Automatic Call Distribution

Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot

Expert Understanding of benefits of IVR : Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle / Call Time

Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results

Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner

Agile and DevOps methodology : Backlog grooming, Sprint Planning

Excellent Communication, organization and planning skills

Stakeholder Management