What are the responsibilities and job description for the Product Owner / Product Manager Conversational AI (Voice). position at Everest Global Solutions?
Job Title: Product Owner / Product Manager – Conversational AI (Voice)
Location: Atlanta, GA (Hybrid – TBD)
Domain: Healthcare Payer strongly preferred.
Required Experience
- 8 years of Product Management / Product Owner experience
- 4 years of Conversational AI / Voice AI experience
- Strong Business Analysis and Agile experience
- Experience with Artificial Intelligence and Conversational AI solutions
- Healthcare domain experience preferred
Key Responsibilities
- Own the product vision, roadmap, and delivery for AI-powered Voice Virtual Assistants supporting healthcare payer call centers.
- Lead initiatives focused on call containment, intelligent routing, authentication, and agent handoff.
- Drive adoption of LLM technologies including RAG, tool/function calling, prompt engineering, and AI governance.
- Define requirements for STT (Speech-to-Text), TTS (Text-to-Speech), and real-time speech-to-speech voice agents.
- Collaborate with Engineering, Data Science, Conversational Design, QA, Security, and Business stakeholders.
- Integrate AI solutions with contact center platforms such as Genesys and Amazon Connect.
- Ensure HIPAA/PHI compliance, governance, auditability, and responsible AI practices.
- Establish KPIs and success metrics including containment rate, AHT reduction, CSAT, intent accuracy, latency, and task completion.
Required Skills
- Product Management
- Product Ownership
- Business Analysis
- Agile Methodologies
- Conversational AI
- Voice AI / IVR Modernization
- Artificial Intelligence / Generative AI
- LLMs (RAG, Prompt Engineering, Tool Calling)
- STT/ASR & TTS Technologies
- Contact Center Solutions (Genesys, Amazon Connect)
- Healthcare Payer Operations
Preferred
- Healthcare Payer experience (Claims, Benefits, Eligibility, Prior Authorization, Provider Services)
- Experience delivering AI-driven customer service or call center solutions
- Knowledge of HIPAA, PHI, and AI governance frameworks
Must-Have Keywords
Product Owner, Product Manager, Business Analysis, Agile, Artificial Intelligence, Conversational AI, Voice AI, LLM, RAG, STT, TTS, Healthcare Payer, Call Center, Genesys, Amazon Connect.