Product Owner - IVR & Contact Center Technology (Hybrid)

Eightelevengroup; Charlotte (NC); Hybrid; USD 62,000 - 83,000; Full time

Job summary

The Product Owner for IVR & Contact Center Technology at Eightelevengroup will own the vision, roadmap, and execution of intelligent voice experiences across Ava’s IVR, virtual agent, and human handoffs. This hybrid role requires close collaboration with business, technology, and UX partners.

Responsibilities include translating business goals into prioritized work, defining eligibility and authentication flows, and ensuring secure, reliable journeys while improving containment and reducing

Qualifications

• Experience owning a product roadmap and backlog in a large, customer-facing tech environment.
• Ability to translate complex business needs into epics, user stories, and acceptance criteria.
• Experience delivering customer-facing capabilities with Agile teams and product acceptance.

Responsibilities

• Set and execute the product vision and roadmap for IVR & CC tech.
• Own and prioritize the product backlog with epics, features, and acceptance criteria.
• Lead requirements sessions with business partners to define scope and success metrics.
• Define eligibility and authentication requirements, addressing state/language restrictions.
• Shape end-to-end customer experiences across IVR, Ava, and human agents.
• Advance self-service and payment capabilities and coordinate backend integrations.
• Coordinate cross-functional delivery with telephony, messaging, and engineering teams.
• Preserve customer context across systems and journeys.
• Own product acceptance and launch readiness, including testing and phased releases.
• Use data and feedback to improve containment, routing, and cost to serve.
• Embed compliance, privacy, and security requirements in the product.

Skills

Product management

Backlog management

Agile methodologies

Requirements gathering

APIs & integrations

IVR experience

Contact center

Stakeholder alignment

Data-driven decisions

User stories

Job description

The Product Owner for IVR & Contact Center Technology at Eightelevengroup will own the vision, roadmap, and execution of intelligent voice experiences across Ava’s IVR, virtual agent, and human handoffs. This hybrid role requires close collaboration with business, technology, and UX partners.

Responsibilities include translating business goals into prioritized work, defining eligibility and authentication flows, and ensuring secure, reliable journeys while improving containment and reducing