Product Owner - Call Analytics

Pennymac•Cary, NC

1d•$90,000 - $150,000•Onsite

About The Position

We are seeking a highly motivated and experienced Product Owner to lead a Speech Analytics platform. The ideal candidate will have a proven track record of success in managing and delivering complex speech and customer interaction analytics solutions. The Product Owner will: Define and prioritize the product roadmap for our contact intelligence platform initiatives. Collaborate with cross-functional teams to gather requirements and ensure alignment with business goals. Work closely with development teams to ensure timely and successful delivery of product features and enhancements. Monitor and analyze product performance metrics to drive continuous improvement and optimization of contact intelligence. Identify opportunities to leverage AI and machine learning within contact center platforms to improve operational efficiency Stay up-to-date on industry trends and best practices in speech analytics and customer interaction analytics. Manage organizational analysis efforts to identify current capabilities, opportunities for improvement and drives measurement, prioritization and implementation of identified opportunities Review and approve business analysis related documentation including: requirements, current and future state processes and workflows, report specifications and others Interact and coordinate with system developers and business subject matter experts on application changes, development, and deployment Write, communicates and vets requirements and user stories with business leaders using different approaches such as use cases, activity diagrams, sequence diagrams and state charts, data dictionaries, class or entity relationship diagrams to ensure complete understanding by business leaders/executives while working with an Agile framework Work effectively inside a Scrum or Kanban team and conduct and participate in Scrum ceremonies and retrospectives Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values

Requirements

3-5 years of experience in product management or a related field.
Experience with a speech analytics platform such as CallMiner, NICE, Cresta or similar.
Experience with implementing AI and ML projects within contact center platforms.
Strong analytical skills and experience working with large datasets.
Deep understanding of call center operations and customer experience strategies.
Excellent communication and collaboration skills.
Ability to work independently and take ownership of projects.

Responsibilities

Define and prioritize the product roadmap for our contact intelligence platform initiatives.
Collaborate with cross-functional teams to gather requirements and ensure alignment with business goals.
Work closely with development teams to ensure timely and successful delivery of product features and enhancements.
Monitor and analyze product performance metrics to drive continuous improvement and optimization of contact intelligence.
Identify opportunities to leverage AI and machine learning within contact center platforms to improve operational efficiency
Stay up-to-date on industry trends and best practices in speech analytics and customer interaction analytics.
Manage organizational analysis efforts to identify current capabilities, opportunities for improvement and drives measurement, prioritization and implementation of identified opportunities
Review and approve business analysis related documentation including: requirements, current and future state processes and workflows, report specifications and others
Interact and coordinate with system developers and business subject matter experts on application changes, development, and deployment
Write, communicates and vets requirements and user stories with business leaders using different approaches such as use cases, activity diagrams, sequence diagrams and state charts, data dictionaries, class or entity relationship diagrams to ensure complete understanding by business leaders/executives while working with an Agile framework
Work effectively inside a Scrum or Kanban team and conduct and participate in Scrum ceremonies and retrospectives
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values

Benefits

Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
Retirement benefits, life insurance, 401k match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

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