Product Manager – Consultant, Interactive Voice Response, Call Routing

Job Description: • Contribute to the product vision and roadmap for IVR and call routing, aligning with enterprise customer experience and operational strategies. • Collaborate with fellow Product Managers to manage the lifecycle of IVR and routing features: ideation, requirements gathering, design, testing, launch, adoption, and ongoing optimization. • Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value. • Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria. • Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities. • Provide timely feedback on iterations to ensure product outcomes meet business objectives. • Represent the "voice of the customer" and contact center operations during product discussions and solution design. • Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design. • Advocate for usability, accessibility, and compliance in IVR design to ensure all solutions meet regulatory and customer needs. • Engage in discovery and test-and-learn activities to validate new features and routing strategies. • Stay informed about industry trends (AI-driven IVR, predictive routing, real-time translation) and provide recommendations on applicability. • Partner with peers and vendors to explore adoption of emerging CCaaS capabilities. • Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, call deflection, handle time impact, and customer satisfaction (NPS/CSAT). • Collaborate with analytics teams to derive actionable insights from call journey data, customer feedback, and operational metrics. • Support pilots or A/B tests to measure feature performance prior to large-scale rollout. • Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations). • Partner with Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goals. • Contribute to training and enablement efforts that prepare operational teams for changes in call flow or routing logic. Requirements: • 3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems. • Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus). • Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners. • Insurance industry experience is a plus but not required. • Familiarity with IVR design principles, call routing strategies, and integrations with CRM, WFM, QM, and analytics tools. • Understanding of AI/ML applications in contact centers (natural language IVR, predictive routing, speech analytics, real-time agent assistance). • Ability to interpret data dashboards and apply insights to improve routing strategies and customer outcomes. • Strong analytical and problem-solving skills, with ability to support definition and tracking of KPIs. • Excellent communication and collaboration skills, with proven ability to work effectively as part of a Product Management team. • Experience in Agile/Scrum environments; knowledge of SAFe or other scaled agile frameworks a plus. • Business acumen with the ability to balance customer experience, operational efficiency, and compliance requirements. • Experience with ad-hoc reporting tools, such as SQL, is a plus. Benefits: • Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities Apply tot his job