Be an early applicantLess than 25 applicants

Company

Prudential Financial · 3 days ago

Product Owner - Next Generation Contact Center

Alabama, United States

Full-time

Remote

Senior Level, Lead/Staff

$125K/yr - $186K/yr

10+ years exp

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Responsibilities

Partner with assigned business areas to gain understanding of their processes, plans, and how technology solutions are utilized to support users

Create and maintain an ongoing product roadmap by working with business areas to identify, sequence, and prioritize enhancement requests

Ensure alignment of product features and stories, i.e., review, give feedback, and prioritize user stories in line with own vision

Partners with Chief Product Owner and business leaders to ensure the product backlog is prioritized and aligns with the strategic objectives of the organization

Coordinate, plan and lead UAT sessions for business stakeholders

Manage sprint and release plans together with the Scrum Master and organizational technology teams

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Telephony experienceContact center experienceConversational AINatural language processingAgile development methodologiesUser interface designCross-functional collaborationUAT sessionsProduct backlog managementCall routing setupsVoice biometricsIVR designCloud contact center setupSalesforce integration

Required

Ten years of work experience including 5+ years' telephony and contact center experience in financial services, insurance and other highly regulated industry

Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles.

Ability to work with cross-functional and onshore/offshore team members at various levels in the organization

Belief in a non-hierarchal structure of collaboration, transparency and trust

Experience with raising issues up/down the organization and resolution handling

Experience with agile development methodologies

Excellent verbal and written communication skills, experience working in synchronous and asynchronous environments

Strong conflict resolution, negotiation, and collaboration skills

Understanding of contact center technology infrastructure to be able to engage and communicate effectively with Developers and QA regarding requirements

Preferred

Experience in Genesys on-prem/cloud implementation, call routing setups including toll free numbers configurations, vector dialed numbers, vectors, and call flows

Experience with setting up and integrating voice biometrics, virtual hold (callback technologies), call recording, and speech analytics

Understanding of designing call flows in an IVR with/without natural language understanding, and familiar with IVR support, analysis, and troubleshooting

Experience with cloud contact center set up and integration with other platforms such as computer telephony integration (CTI), salesforce etc.

Benefits

Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave

401(k) plan with company match (up to 4%)

Company-funded pension plan

Wellness Programs to help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs

Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development

Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations

Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service

Company

Prudential Financial

Prudential Financial specializes in the fields of investment management, life insurance, and retirement benefits. It is a sub-organization of Prudential Financial.

Founded in 1875

Newark, New Jersey, USA

10001+ employees