IVR Product Owner

Job Description — IVR Product Owner

Location: Cary, NC (Hybrid)

Note: Open to remote candidates with strong, relevant experience

Overview

We are seeking an experienced IVR Product Owner to lead the strategy, development, and optimization of IVR/IVA applications supporting Global Customer Service and Operations. The ideal candidate will excel in Agile environments, collaborate seamlessly with cross-functional teams, and translate business needs into high-quality IVR/IVA experiences.

Required Experience

• 3 years of hands-on experience in a complex IVR development environment
• 3 years of experience as a Product Owner within Scrum/Agile teams
• 3 years of experience creating documentation for diverse stakeholder groups
• 2 years of experience supporting or delivering complex development projects
• 2 years of experience developing or managing Genesys Cloud Interactive Voice Applications

Key Responsibilities

• Serve as the Product Owner for IVR/IVA applications that support global customer service operations.
• Partner with business stakeholders to understand contact center operations and align IVR/IVA strategy with the overall customer experience vision.
• Lead ideation, evaluation, and refinement of new concepts and features to advance the IVR/IVA roadmap.
• Document, review, and approve feature requirements while shaping the end-to-end IVR/IVA user experience.
• Use performance metrics, availability data, call center analytics, customer feedback, and incident patterns to identify enhancements and drive continuous improvement.
• Support UAT by defining scenarios, reviewing test cases, and working closely with testing teams.
• Prioritize and resolve issues, defects, and dependencies through cross-team collaboration.

Technical & Professional Skills

• Advanced proficiency with collaboration tools: Azure DevOps, SharePoint, MS Teams, PowerPoint, Visio
• Strong Design Thinking capabilities — personas, journey maps, story mapping, user stories, and acceptance criteria.
• Expert-level understanding of IVR and telephony technologies, including: Dialogue design tools, Chatbots, text-to-speech, speech recognition, NLP, Toll-free number engineering and ACD.
• In-depth knowledge of Genesys IVR, IVA, Voice Bot, and Chatbot technologies
• Strong understanding of IVR value drivers: call containment, misdirect reduction, user experience, cost savings, AHT/ACT impacts
• Ability to analyze data and quantify outcomes for enhancements and feature improvements
• Expert understanding of Agile methodologies; Agile Product Owner certification preferred
• Excellent communication, planning, organizational, and stakeholder management skills
• Experience with backlog grooming, sprint planning, and DevOps practice.