Product Owner

We are looking for Product Owner for our client in Atlanta, GA.

Job Title: Product Owner

Job Location: Atlanta, GA

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 5 years in Product Management/Product Ownership.
• 2 years in Conversational AI / voice bots / IVR modernization.
• Strong healthcare payer experience (member/provider services; benefits, claims, eligibility, authorizations).

Responsibilities:

• Own product vision and roadmap for a voice virtual assistant supporting payer call center intents (benefits, claims status, eligibility, prior auth status, ID card, pharmacy benefits, find care/provider).
• Prioritize initiatives across containment/deflection, intelligent routing, authentication, and agent handoff with context transfer.
• Build business cases using contact center KPIs and measurable ROI.
• Define where and how to use LLMs safely and effectively (e.g., intent understanding, entity extraction, summarization, guided dialog, knowledge Q&A via RAG).
• Drive implementation choices and guardrails: RAG vs fine-tuning vs prompt-only approaches.
• Partner with engineering/ML to define and optimize the voice stack: STT/ASR accuracy targets (WER), domain vocabulary tuning (payer terminology, drug names, provider names), noise handling, barge-in behavior.
• Own requirements for low-latency voice interactions and establish SLAs (e.g., time-to-first-response, end-to-end turn latency).
• Translate payer workflows into conversational capabilities with clear user stories and acceptance criteria.
• Lead cross-functional delivery with engineering, data science, conversational design, QA, analytics, security, and vendor partners.
• Ensure HIPAA/PHI-compliant design: data minimization, secure handling, retention policies, audit logs, redaction, and access controls.
• Own KPIs and monitoring: Containment/deflection, AHT impact, transfer rate/quality, task completion, CSAT STT: WER, no-match rates, latency.

Nice to Have:

• Experience with LLMs (RAG, tool calling patterns).
• Experience with contact center platforms (e.g., Genesys, Amazon Connect) and core payer systems (CRM, claims, eligibility, provider data, prior auth).

Skills:

• Business analysis.
• Product management.
• Agile.
• Artificial intelligence.
• Conversational AI.

Qualification And Education:

• Must have certifications in relevant areas.