Product Owner - IVR & Contact Center Technology

Brooksource is seeking a Product Owner to join our enterprise financial services client’s Auto Servicing and Collections group. This individual will lead the vision, roadmap, and execution of customer-facing voice and self-service experiences supporting both Auto Servicing and Collections operations.

The Product Owner will serve as the primary liaison between business stakeholders, technology teams, and contact center operations, translating customer needs and business objectives into actionable product requirements. The role will focus on enhancing customer journeys across IVR, self-service, virtual agent, and live-agent channels, leveraging Genesys as the orchestration platform to deliver seamless and efficient customer experiences.

The ideal candidate brings a blend of product ownership, contact center expertise, and technical fluency, with experience managing backlogs, defining requirements, prioritizing features, and delivering customer-facing solutions through Agile teams.

Day-to-Day Responsibilities:

• Own and prioritize the product backlog, including epics, features, user stories, and acceptance criteria
• Define and execute the product roadmap for IVR and contact center capabilities
• Partner with Auto Servicing and Collections stakeholders to gather requirements and define business rules
• Lead discovery sessions to identify process gaps, customer pain points, and improvement opportunities
• Define customer authentication, eligibility, routing, and service requirements
• Shape end-to-end customer journeys across IVR, virtual assistant, self-service, and agent channels
• Coordinate delivery across engineering, telephony, platform, and business teams
• Manage dependencies, risks, and delivery readiness for upcoming releases
• Validate delivered functionality and oversee business testing and launch activities
• Monitor performance metrics and prioritize enhancements based on customer and operational outcomes
• Ensure customer context, authentication status, and interaction history are preserved across channels
• Communicate roadmap priorities, delivery status, risks, and key business outcomes to stakeholders

Must-Have Skills:

• Experience serving as a Product Owner or Product Manager with ownership of a roadmap and prioritized backlog
• Strong Agile experience, including backlog refinement, sprint planning, and acceptance testing
• Experience translating business requirements into user stories, business rules, and acceptance criteria
• Contact center experience including IVR, customer self-service, routing, authentication, and agent workflows
• Experience gathering and documenting business requirements while facilitating stakeholder alignment
• Ability to prioritize competing initiatives based on customer value, business impact, and delivery capacity
• Technical understanding of APIs, system integrations, data flows, and platform dependencies
• Strong analytical and problem-solving skills with a data-driven decision-making approach
• Experience delivering customer-facing technology solutions within large enterprise environments

Preferred Skills:

• Genesys Cloud or Genesys contact center platform experience
• Experience supporting customer service or collections operations
• Knowledge of virtual assistant, voice automation, or conversational experience platforms
• Financial services or banking industry experience
• Experience with customer journey mapping and service design initiatives
• Familiarity with authentication, payment processing, and self-service transaction workflows
• Exposure to omnichannel customer engagement platforms
• Experience working with complex cross-functional technology initiatives

What the Team Does:

The Contact Center Product team is responsible for:

• Defining and executing the roadmap for IVR, self-service, and customer engagement capabilities
• Enhancing customer experiences across automated and agent-assisted channels
• Partnering with business units to identify opportunities for automation and operational efficiency
• Managing customer authentication, routing, eligibility, and self-service capabilities
• Improving customer containment, reducing transfers, and increasing first-contact resolution
• Coordinating cross-functional delivery across business, technology, platform, and vendor partners
• Monitoring customer experience metrics and driving continuous improvement initiatives
• Supporting compliance, security, and operational reliability across contact center platforms

Eight Eleven Group is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.