Product Owner

7N; United States; On-site; USD 110,000 - 180,000; Full time

Job summary

7N is hiring a Product Owner to lead Identification and prioritization of agent use cases with high ROI for an AI-enabled contact center. You will drive operational automation, coordination agents, and internal task delegation.

You will collaborate with business SMEs, engineering and technology partners to align product needs with the agent platform capabilities, and define success metrics like time saved and accuracy improvements.

Qualifications

• 5+ years of product ownership for complex, user-facing contact center apps.
• Experience with omnichannel (voice and chat) solutions.
• Familiarity with agentic AI and LLM agents.
• Strong communication, prioritization and execution skills.

Responsibilities

• Identify and prioritize high ROI agent use cases with automation and coordination.
• Define agent experiences, translate into user flows, prompts and interfaces.
• Collaborate with SMEs, engineering and partners to deliver the platform.
• Define success metrics like time saved and accuracy improvements.

Skills

Product ownership

Omnichannel contact center

Speech recognition knowledge

UX design

Agentic AI / LLM agents

Communication

Tools

LLM agents

Voice input recognition

Agent platform capabilities

Job description

NO VISA CANDIDATES / NO AGENCIES / NO THIRD PARTIES

Call Center Experience team within Global Customer Service and Operations is looking to build Agentic AI that will enable Contact Center Customers to interact with an "AI that acts" instead of an "AI that talks". These agentic AI will enable customers get faster service and 24x7 service. Looking to hire a Product Owner who will lead the Identification and prioritization of agent use cases with high ROI: operational automation, coordination agents, internal task delegation.

Qualifications: (Candidate will be involved in the following activities)

Use Case Discovery & Validation

• Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.
• Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.
• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.

Product Design & Execution

• Define the agentic AI experience — for contact center use cases.
• Combine business insight, data and AI capabilities to translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces

Cross-Functional Collaboration

• Collaborate with Business SME's to deeply understand the use cases
• Collaborate with engineering to align product needs with agent platform capabilities (Voice talent, Caller input recognition)
• Work with Technology Partners to ensure the platform supports the complexity of the agents
• Define success metrics around outcomes — time saved, accuracy improved, failures recovered.

Minimum Qualifications

• 5+ years of product ownership building complex, user-facing call center omnichannel (voice, chat) applications
• Strong knowledge of speech recognition, user experience design
• Familiarity with agentic AI tools (e.g., LLM agents)
• Strong communication, prioritization, and execution skills

Preferred Qualifications

• Exposure to or interest in domains like contact center operations and Insurance domain