Lead Product Owner Voice Support
Bridgestone America, Inc.
* Own and manage the voice support product backlog, ensuring alignment with business priorities and operational needs* Write clear, actionable user stories and acceptance criteria* Lead backlog refinement, sprint planning, and sprint reviews in partnership with other agile teams* Ensure delivered features meet functional requirements and drive measurable outcomes* Enable capabilities and partner with Marketing teams:* IVR (Interactive Voice Response) menus* Call routing logic (store routing, overflow, after-hours handling)* Queue configurations and skill-based routing* Partner with engineering or directly configure within CCaaS platforms to implement improvements* Continuously optimize call flows to improve customer and store experience* Strong experience in Agile/Scrum environments* Strong execution and delivery focus* Analytical thinking and data-driven decision making* Ability to translate business needs into technical requirements* Effective cross-functional communication* Problem-solving under pressure, especially during incidents* Continuous improvement mindset* 3–5+ years of professional experience in Product Ownership, Business Analysis, or related roles* 2+ years of experience working with voice, telephony, or contact center platforms* Hands-on experience with Ring Central or to other CCaaS solutions* Proven ability to write clear user stories and manage a prioritized backlog* Solid understanding of: + IVR design + Call routing and queueing + Customer interaction flows + Session border controllers and their operation: Audiocodes + SIP trunking, tagging, routing + Voice quality of service mechanisms + DID’s, their significance, ownership, and transfer process + Use of packet captures to diagnose and troubleshoot voice issues* A supportive and engaging onboarding experience to ensure a smooth transition into our team.* The opportunity to develop and grow, through training and regular mentorship.* Corporate Social Responsibility activities.* A truly global, dynamic and challenging work environment.* Agility and work/life effectiveness and your long-term well-being.* A diverse and inclusive team. #J-18808-Ljbffr
$132.5k - $338.3k
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Accenture
Nashville, TN5 days ago $140k - $160k
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Provation LLC
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