Job Application

Product Owner with contact centre, GenAI, IVR experience is required by my global client to lead the end-to-end development and delivery of data-led enhancements for intelligent service, including but not limited to intelligent intent-based call routing, IVR-based ID&V, and GenAI servicing capabilities.

You will collaborate closely with cross-functional teams, including engineering, data science, UX/UI, operations, and customer experience, to define product requirements, prioritise features, and drive product roadmap execution.

Champion a customer-centric approach by gathering insights, analysing data, and understanding customer needs to inform product decisions and deliver solutions that exceed expectations.

We are seeking a talented and experienced Product Owner to lead the development of intelligent service enhancements, including intelligent intent-based call routing, IVR-based ID&V (Identification & Verification), and the advancement of GenAI servicing capabilities across both contact center and digital platforms.

As the Product Owner, you will play a critical role in driving the strategic direction and execution of these initiatives, ensuring they align with my clients business objectives and deliver exceptional value to our customers.

Experience required:

• Deep understanding of intelligent service technologies and concepts, including call routing algorithms, IVR systems, natural language processing (NLP), machine learning, and artificial intelligence (AI).
• Mapping and designing customer journeys, business processes, and product storyboards for development teams to deliver a functional product
• Collaborating with designers, developers, and testers to refine and clarify user stories ready for build
• Experience in working in Agile teams especially SCRUM methodology
• Facilitating workshops and able to quickly develop professional relationships with stakeholders.
• Experience in using appropriate tools and techniques to refine and manage a backlog of user stories and acceptance criteria.

This is a fantastic opportunity to secure a contract role with a dynamic and growing client, please send your CV in the first instance and if relevant you will be contacted with full role and company information.

We are passionate about promoting diversity, inclusion, and equality, and are committed to working with clients who share our outlook. We offer equal opportunities to all candidates regardless of background, identity, sexuality, and disability. We strive to create inclusive cultures where diversity is seen as real value for the company. Our mission is for everyone to feel empowered to be their true authentic selves at work.