Senior Product Owner for Voice / Contact Center AI platforms

Perficient•United States,

17h•$111,300 - $144,600

About The Position

The Senior Product Owner for Voice / Contact Center AI platforms defines the vision, requirements, and delivery of voice-based customer service solutions, particularly those using AI and conversational technologies. The role translates high-level vision into detailed functional requirements, creates product user stories, and accepts completed deliverables within an iteration. It is the primary point of contact responsible for keeping the development team focused on tasks that address the intended product scope and capabilities. The role leads product strategy, discovery, roadmap development, and end-to-end delivery, while working with stakeholders, clients, product managers, and cross-functional teams. The Product Owner develops a deep understanding of users, business workflows, product technology, and market needs, then applies that knowledge to prioritize enhancements and continuously improve product value. A key focus is hands-on expertise with Agentic Voice and Voice AI implementations, including voice agents, conversational experiences, voice intelligence, and prompt engineering.

Requirements

10+ years of relevant Product Owner or Product Management experience.
Strong expertise in cloud-based voice, contact center, or conversational voice platforms.
Ability to lead business discovery independently and translate business needs into prioritized epics, features, user stories, and clear acceptance criteria.
Ability to own end-to-end product delivery, from discovery and backlog management through implementation, launch, and continuous optimization.
Strong ability to drive cross-functional alignment across business, engineering, architecture, operations, and other stakeholders.
Self-driven, with strong communication, stakeholder management, and interpersonal skills.

Nice To Haves

Hands-on knowledge of Agentic Voice or Voice AI implementations, including AI-driven voice agents and conversational experiences.
Experience with Voice Intelligence and voice prompt engineering, including conversation analytics, intent recognition, summarization, and optimization of AI-driven voice interactions.

Responsibilities

Define overall product strategy and validation criteria.
Lead product vision, strategy, and discovery to identify product efficiencies and cross-product dependencies.
Engage with stakeholders, clients, and product managers to define scope and refine requirements.
Develop deep knowledge of users, formulate hypotheses, and advocate for product direction and roadmap.
Model business and process workflows in real time.
Act as the product subject matter expert, including understanding the related technology stack and how the market and customers use the product and derive business value from it.
Define product roadmaps and drive Planning Increment objectives.
Assess risks and benefits of product enhancements and gain alignment with stakeholders, clients, and product managers.
Analyze product metrics and define continuous improvement initiatives to increase business value.
Introduce approaches and tool sets that help the product development team understand solution criteria and requirements.
Write robust user stories reflecting product understanding, technical limitations, and user personas, with clear acceptance criteria and definitions of done.
Lead business discovery independently and translate business needs into prioritized epics, features, user stories, and acceptance criteria.
Own end-to-end product delivery from discovery and backlog management through implementation, launch, and continuous optimization.
Drive cross-functional alignment across business, engineering, architecture, operations, and other stakeholders.