Technical Product Manager - IVR - TX

Photon

5h•Onsite

About The Position

For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. The Product Manager for Conversational IVR will lead the vision and delivery of a customer facing, AI powered IVR experience. This role focuses on enabling customers to self serve through natural voice interactions while improving customer satisfaction, operational efficiency, and call containment. The Techno-functional lead will play a critical role in shaping the future of our platforms and technology. This role will act as a key liaison between business and the technology teams for IVR solutions. They will drive understanding of the business needs and then translating that into technical requirements. This will involve working on details such as data structure mapping, data flow, working with tech teams to support create user stories, curate backlog, perform first and second level UAT etc.

Requirements

Bachelor’s Degree in computer science or a closely related discipline, or an equivalent combination of formal education and experience.
Strong understanding of customer facing digital or voice solutions, preferably conversational IVR or chatbot platforms.
Understanding of distributed systems, cloud computing, and microservices architectures
5+ years of experience working as Technical Lead/Design lead/ Solution lead/Technical Product Manager
The candidate will have a strong work ethic, be a self-starter, and be able to be highly productive in a dynamic, collaborative environment.
Strong business process acumen with experience in supporting business stakeholders.
Business-level communication is a must.
Facilitates dialogues that produce new perspectives and trigger recommendations for substantial innovative/enhancement, and analysis of consequences.
Skilled in negotiation to align stakeholders and communicate a single synthesized perspective to the scrum team.
Database knowledge – SQL, NoSQL, table structure, data relationships
Effective Communication: Clearly articulate technical concepts to non-technical stakeholders
Leadership: Mak informed decisions promptly, balancing risks and benefits. Take responsibility for the success and failures, leading by example.
Collaboration: Foster a collaborative environment where team members can contribute effectively. Mediate conflicts and find mutually agreeable solutions.
Problem- Solving: Demonstrate analytical thinking, resourcefulness and think outside the box to find innovative solutions to challenging problems.
Adaptability: Quickly adjust to changing priorities, technologies, and market conditions. Stay calm and focused under pressure, maintaining productivity during crises.
Customer focus: Prioritize customer feedback to enhance user satisfaction.
Strategic Thinking: Stay informed about market trends, emerging technologies and set and pursue strategic goals that drive growth and solution success.
Negotiation skills: Build relationships and influence others to achieve program goals.

Responsibilities

Lead the development and implementation of creative, high-quality requirement roadmaps based on product, strategy and vision.
Assume end-to-end responsibility for the strategic value, usability, and performance of our solutions.
Influence key stakeholders in design and planning decision
Manage prioritization and trade-offs among experience, scope, and time to market.
Work closely with frontend/backend engineering teams, design, and stakeholders in an agile environment to deliver solutions to market.
Proactively identify and resolve strategic issues to help the team meet business, financial, and technical goals
Manage backlog planning and development through day-to-day collaboration and decision making with a cross-functional team including engineers, designers and business or subject matter representatives.
Develop detailed, crisp user stories with acceptance criteria based on customer needs/experience and business requirements that can be used to create product specifications and architecture.
Work with conversational design to define product requirements and influence product design and experience.
Adopt data driven approach to define and measure the success of the product
Own and manage the backlog; continuous orders and prioritizes to ensure that 1-2 iterations of backlog are always ready.
Define and analyze metrics that measure and benchmark solution success.
Drive product launches including working with business stakeholders, engineers, and other cross functional teams across the enterprise.
Play active role in optimization and process improvements, for teams to easily understand, build, and maintain best in class software systems.
Provide leadership, technology guidance and mentors others throughout their domain.
Balance customer experience, business value, and delivery timelines when making prioritization decisions
Demonstrate superior product and industry knowledge.