Product Owner - IVR & Contact Center Technology

12-month contract with potential for extension or full-time conversionStandard business hours (Monday–Friday)Business casual environmentCharlotte, NC – Hybrid schedule (3 days onsite, 2 days remote)W-2 only (not compatible with C2C or 1099); must be authorized to work in the U.S. without sponsorshipBrooksource 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 criteriaDefine and execute the product roadmap for IVR and contact center capabilitiesPartner with Auto Servicing and Collections stakeholders to gather requirements and define business rulesLead discovery sessions to identify process gaps, customer pain points, and improvement opportunitiesDefine customer authentication, eligibility, routing, and service requirementsShape end-to-end customer journeys across IVR, virtual assistant, self-service, and agent channelsCoordinate delivery across engineering, telephony, platform, and business teamsManage dependencies, risks, and delivery readiness for upcoming releasesValidate delivered functionality and oversee business testing and launch activitiesMonitor performance metrics and prioritize enhancements based on customer and operational outcomesEnsure customer context, authentication status, and interaction history are preserved across channelsCommunicate roadmap priorities, delivery status, risks, and key business outcomes to stakeholdersMust-Have Skills:Experience serving as a Product Owner or Product Manager with ownership of a roadmap and prioritized backlogStrong Agile experience, including backlog refinement, sprint planning, and acceptance testingExperience translating business requirements into user stories, business rules, and acceptance criteriaContact center experience including IVR, customer self-service, routing, authentication, and agent workflowsExperience gathering and documenting business requirements while facilitating stakeholder alignmentAbility to prioritize competing initiatives based on customer value, business impact, and delivery capacityTechnical understanding of APIs, system integrations, data flows, and platform dependenciesStrong analytical and problem-solving skills with a data-driven decision-making approachExperience delivering customer-facing technology solutions within large enterprise environmentsPreferred Skills:Genesys Cloud or Genesys contact center platform experienceExperience supporting customer service or collections operationsKnowledge of virtual assistant, voice automation, or conversational experience platformsFinancial services or banking industry experienceExperience with customer journey mapping and service design initiativesFamiliarity with authentication, payment processing, and self-service transaction workflowsExposure to omnichannel customer engagement platformsExperience working with complex cross-functional technology initiativesWhat the Team Does:The Contact Center Product team is responsible for:Defining and executing the roadmap for IVR, self-service, and customer engagement capabilitiesEnhancing customer experiences across automated and agent-assisted channelsPartnering with business units to identify opportunities for automation and operational efficiencyManaging customer authentication, routing, eligibility, and self-service capabilitiesImproving customer containment, reducing transfers, and increasing first-contact resolutionCoordinating cross-functional delivery across business, technology, platform, and vendor partnersMonitoring customer experience metrics and driving continuous improvement initiativesSupporting compliance, security, and operational reliability across contact center platformsEight 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.