Description for Internal Candidates

Be a leader driving customer service improvements and Interactive Voice Response (IVR) experience transformation!

As a product team member, your problem-solving and product work will help contribute to vision, solutions roadmap and improved outcomes impacting a half billion users. Along the way, you’ll develop a deep end-to-end understanding of the business and find a fun, inclusive team culture that welcomes diverse ideas and supports your individual growth and career mobility.

As a Product Delivery analyst in the IVR product area of Customer Channel: Voice, you will work with business and product stakeholders to discover, plan, and deliver improved self-service capabilities and interaction designs used by customers and employees. Our product integrates with other systems using data, AI and user experience designs to enable personalized service experiences. You will work with agile scrum teams, lines of business, data & analytics, UXCX design and other partners, optimizing the product and solving complex problems. Your daily contributions will reveal data-informed problems and solutions, create requirements, manage the product backlog and contribute directly to the outcomes driving objectives/key results success.

This position will require work from office 50-60% on a set schedule.

Job responsibilities

Develop business operations and process knowledge to understand customer and employee needs and handling in contact centers Use data to understand solutions performance and user behaviors to identify improvements Collaborate with business, analytics and partners on problem assessments, business cases, solution designs, and outcome assessments Create requirements and acceptance criteria in agile epics/stories, collaborating with the business, interdependency partners and scum teams through implementation Deliver execution of product intake, backlog management and hygiene, sprint planning, agile scrum participation, operational readiness engagement, and incident/issue support'. Create product support documentation such as call flows, design documents, and process aides

Required qualifications, capabilities, and skills

2+ years of experience in product management  Demonstrated experience with analysis, process improvement and working with data to understand performance insights Knowledge of the agile product development cycle Proven ability to lead product life cycle activities including discovery, requirements / acceptance criteria definition, and outcome assessment  Ability to communicate to a wide range of stakeholders and levels of leadership

Preferred qualifications, capabilities, and skills

Prior experience working in an agile scrum software delivery organization Contact Center knowledge or IVR product experience desirable Experience with SQL, Alteryx and visualization tools a plus

Tools:

JIRA, Excel, PowerPoint, Visio