Product Manager / Consultant (Interactive Voice Response (IVR) & Call Routing)

Allstate•McCullom Lake, IL

20d

About The Position

The Direct Phone Sales Telephony and Support team is seeking a Product Manager / Consultant (IVR & Call Routing) to contribute to the definition, delivery, and ongoing evolution of our Interactive Voice Response (IVR) and Call Routing capabilities. This role is part of a team of Product Managers responsible for maximizing customer value and operational efficiency within our contact center. This position emphasizes business strategy, operational alignment, and customer experience optimization, working closely with stakeholders across business, operations, IT, and vendor partners. The successful candidate will help ensure IVR and call routing solutions are effective, compliant, and continuously evolving to meet customer and enterprise needs.

Requirements

3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems.
Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus).
Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners.
Familiarity with IVR design principles, call 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, real-time agent assistance).
Ability to interpret data dashboards and apply insights to improve routing strategies and customer outcomes.
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 SAFe or other scaled agile frameworks a plus.
Business acumen with the ability to balance customer experience, operational efficiency, and compliance requirements.

Nice To Haves

Insurance industry experience is a plus but not required.
Experience with ad-hoc reporting tools, such as SQL, is a plus.

Responsibilities

Product Strategy & Lifecycle Contribute to the product vision and roadmap for IVR and call routing, aligning with enterprise 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.
Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value.
Backlog & Delivery Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria.
Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities.
Provide timely feedback on iterations to ensure product outcomes meet business objectives.
Customer & Operational Advocacy Represent the "voice of the customer" and contact center operations during product discussions and solution design.
Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design.
Advocate for usability, accessibility, and compliance in IVR design to ensure all solutions meet regulatory and customer needs.
Discovery & Innovation 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, real-time translation) and provide recommendations on applicability.
Partner with peers and vendors to explore adoption of emerging CCaaS capabilities.
Metrics & Reporting Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, call deflection, handle time impact, and customer satisfaction (NPS/CSAT).
Collaborate with analytics teams to derive actionable insights from call journey data, customer feedback, and operational metrics.
Support pilots or A/B tests to measure feature performance prior to large-scale rollout.
Collaboration & Compliance Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations).
Partner with Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goals.
Contribute to training and enablement efforts that prepare operational teams for changes in call flow or routing logic.