Product Owner

Description

**Work Model:** 4 in-person days and 1 remote day Lead the product lifecycle for the implementation project of the new Call Center platform. The focus will be ensuring that AI capabilities and IVR automations deliver operational efficiency, improve customer experience, and remain technically aligned with the company's infrastructure. Key Responsibilities **Backlog Management:** Prioritize features according to the business value defined by the Department Manager. **Requirements Translation:** Convert operational pain points from the Call Center into detailed technical requirements for the development team/vendor. **AI Curation:** Define IVR decision trees and supervise AI model training to ensure accurate and human-like responses. **Stakeholder Management:** Facilitate communication between Operations (agents and supervisors) and the IT/Architecture team. **KPI Monitoring:** Track success metrics such as IVR Retention Rate, AHT (Average Handling Time), and post-implementation CSAT. Technical Requirements Previous experience as a Product Owner or Business Analyst in Call Center projects. Knowledge of IVR workflows, process automation (RPA), and concepts of Generative AI/Chatbots. Understanding of IT infrastructure oriented toward customer service (API integrations, CRM, IP telephony). Proficiency in agile methodologies (Scrum/Kanban). Behavioral Competencies (Soft Skills) For this specific project, the candidate must not be "purely technical" nor "purely operational." The ideal profile should demonstrate: 1\. Cross-Functional Translation Ability to listen to a technical issue such as API latency and explain its impact on customer wait time to the Department Manager—and vice versa. 2\. Resilience and Adaptability AI projects and technology transitions in Call Centers often face cultural resistance and frequent route adjustments. The PO must maintain focus under pressure. 3\. Analytical Thinking with User Focus It is not enough for the technology to function; it must also be intuitive. The candidate must possess the sensitivity to assess whether IVR automation is helping or frustrating the end customer. 4\. Autonomy with Alignment As the candidate reports to the Department Manager (process owner), they must proactively resolve day-to-day issues while exercising judgment to escalate decisions affecting project cost or macro scope.