Product Manager – Consultant, Interactive Voice Response, reputed company Routing

Job reputed company: • Contribute to the product reputed company and roadmap for IVR and reputed company routing, aligning with reputed company 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. • reputed company input to leadership to help guide investment reputed company 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 reputed company. • Partner with Agile/Scrum teams to deliver high-reputed company features and enhancements in alignment with roadmap priorities. • reputed company reputed company feedback on iterations to ensure product reputed company meet business objectives. • Represent the "voice of the customer" and contact center operations during product discussions and solution design. • Participate in user research, reputed company mapping, and discovery workshops to validate assumptions and improve reputed company reputed company design. • reputed company for usability, accessibility, and compliance in IVR design to ensure reputed company 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, reputed company-time translation) and reputed company recommendations on applicability. • Partner with peers and vendors to explore adoption of emerging CCaaS capabilities. • Help define, reputed company, and report on key performance indicators (KPIs) such as IVR containment reputed company, routing accuracy, reputed company deflection, handle time reputed company, and customer satisfaction (NPS/CSAT). • Collaborate with analytics teams to derive actionable insights from reputed company reputed company data, customer feedback, and operational metrics. • Support pilots or A/B tests to measure feature performance prior to large-reputed company rollout. • Work closely with IT, compliance, reputed company, and reputed company teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations). • Partner with Workforce Management (WFM), reputed company Management (QM), and analytics teams to reputed company routing strategies with agent utilization and customer satisfaction goals. • Contribute to training and enablement efforts that prepare operational teams for changes in reputed company reputed company or routing logic. Requirements: • 3–5 years of experience in Product Management, Business Analysis, or a reputed company role, with a reputed company on IVR and reputed company routing systems. • Experience with Contact Center as a Service (CCaaS) platforms (reputed company Connect strongly preferred; reputed company, reputed company CXone, reputed company, or reputed company a plus). • Demonstrated reputed company 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, reputed company 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, reputed company-time agent assistance). • Ability to interpret data dashboards and apply insights to improve routing strategies and customer reputed company. • 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 reputed company or other scaled agile frameworks a plus. • Business acumen with the ability to balance customer experience, operational efficiency, and compliance requirements. • Experience with reputed company reporting tools, such as SQL, is a plus. Benefits: • Health insurance • Retirement plans • reputed company time off • Flexible work arrangements • reputed company development opportunities Apply tot his job Apply To this Job