Product Owner – Call Center & AI
About The Position
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. Position Summary The Product Owner – Call Center & AI will play a critical role in designing, building, and scaling technology solutions that power our contact center and AI-driven patient experiences. This role sits at the intersection of product, engineering, operations, and AI, translating real-world call center needs into scalable, high-impact technical solutions. This individual will focus on improving automation, efficiency, and patient experience across voice AI, chat, IVR, CRM, and analytics platforms while ensuring solutions are reliable, compliant, and measurable.
Requirements
- 5+ years of experience in product engineering, software engineering, or technical product roles
- Experience building or supporting call center technologies (telephony, IVR, CRM)
- Strong understanding of AI-driven products (voice AI, chatbots, NLP, automation)
- Experience integrating APIs and third-party platforms
- Ability to translate business problems into technical solutions
- Strong analytical and problem-solving skills
Nice To Haves
- Experience with healthcare, pharmacy, or regulated environments
- Familiarity with Zendesk, Five9, CallMiner, or similar platforms
- Experience working in high-growth or scaling environments
- Exposure to QA frameworks for AI or conversational systems
Responsibilities
- Design, build, and iterate on AI-powered call center solutions , including voice bots, chatbots, IVR flows, and automated workflows
- Translate operational and business requirements into technical product solutions
- Own technical implementation from concept, build, launch, iteration
- Partner closely with Product Managers, Operations, AI teams, and Engineering
- Improve AI containment, accuracy, and escalation logic for voice and chat
- Implement monitoring, QA feedback loops, and iteration frameworks for AI performance
- Work with AI/ML teams to enhance NLP, routing logic, and self-service outcomes
- Ensure AI solutions reduce agent workload while maintaining high CSAT and compliance
- Build and maintain integrations across: Telephony platforms (e.g., Five9, IVR systems) CRM/Ticketing (Zendesk) Analytics tools (e.g., CallMiner, reporting dashboards)
- Automate back-office workflows (notes, forms, follow-ups, escalations)
- Optimize routing, queue logic, and agent tooling for efficiency and scale
- Define and track KPIs related to AI performance, call containment, handle time, and escalation rates
- Use data to inform product decisions and prioritize improvements
- Support experimentation and A/B testing of call flows and automation strategies
- Act as a technical thought partner for leadership on call center and AI strategy
- Work cross-functionally with Operations, Clinical, Compliance, and CX teams
- Help define the long-term roadmap for call center technology and AI innovation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
51-100 employees
