Job Description 

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

As a product team member, your analysis, problem-solving and product execution 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 Analyst in the Interactive Voice Response (IVR) product area of Customer Channel: Voice, you will work with business and product stakeholders to analyze problems, discover, plan, and deliver improved solutions used by customers and employees. The IVR product integrates with other systems, using data, AI and UXC designs to enable personalized service experiences. You will work with agile scrum teams, lines of business, data & analytics community, 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 Work with data and collaborate with Analytics partners 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, partners and scum teams through implementation Delivery execution of product intake, backlog management and hygiene, sprint planning, agile scrum participation, operational readiness engagement, and incident/issue support Create product analysis artifacts and 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 working with data to understand performance insights Demonstrated experience with process/product improvement to drive improved outcomes 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

Experience with SQL, Alteryx and visualization tools  Contact Center knowledge or IVR product experience desirable Experience with JIRA, Excel, PowerPoint, Visio