Role :Product Owner with IVR

Job type :Fulltime

Location : Cary, NC

Roles and responsibilities:

IVR Product Owner:

• Serve as Product Owner for IVR Applications that supports MetLife Global Customer Service and Operations

• Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies

• Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward

• Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR

• Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend and ensure the delivery of solutions and enhancements Support UAT

Testing by helping define UAT test scenarios, review UAT test cases and support UAT testing team

• Prioritize and resolve issues and defects through collaboration within the delivery team and across

z the organization

Roles & Responsibilities

Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio

Have a Design Thinking Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria

Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing

Expert Understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time

Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot

Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results

Expert understanding of Agile Methodologies, Preferably certified Agile Product Owner

Agile and DevOps methodology: Backlog grooming, Sprint Planning

Excellent Communication, organization and planning skills

Stakeholder Management