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IVR Solutions Program Owner

2 months ago

Greenwood Village, Colorado, United States Apex Systems Full time

Position Overview: IVR Solutions Program Owner

Company Overview: Apex Systems is eager to connect with skilled professionals for a prominent telecom client. We are in search of a dedicated and knowledgeable IVR Product Owner to contribute to our initiatives on a long-term contract with significant potential for permanent placement.

Role Significance: In the capacity of an IVR Product Owner, you will have the chance to spearhead and innovate within a vibrant and rapidly evolving setting. This position necessitates your presence onsite several days a week, fostering close collaboration with our team to propel meaningful projects forward.

Core Responsibilities:

  • Communication & Coordination: Oversee communication concerning roadmap items, support metrics, and evaluate the impact of our strategic roadmap. Ensure that development timelines are clearly understood and met.
  • Business Alignment: Confirm that business requirements are in sync with our strategic roadmap and facilitate the successful execution of projects.
  • Collaboration: Engage with various business units to collect and validate requirements, translating them into actionable roadmap items.
  • Documentation: Ensure comprehensive documentation and archives for all roadmap items and decision-making processes.
  • Discovery & Dependencies: Lead discovery efforts to identify and document requirements, ensuring that development dependencies are recognized and communicated effectively.
  • Metrics & Reporting: Establish and maintain metrics to assess the impact of the roadmap. Generate detailed reports to monitor progress and pinpoint areas for enhancement. Present data-driven insights to key stakeholders.
  • Timeline Management: Track development timelines, identify potential setbacks, and collaborate with teams to mitigate risks. Provide regular updates to stakeholders.
  • Operations Research: Conduct comprehensive research to support various operational needs, analyze findings, and offer actionable insights.
  • Agile Development: Exhibit familiarity with agile development methodologies and possess knowledge of Conversational IVR and AI functionalities.

Required Experience:

  • Demonstrated experience as a Product Owner, Project Manager, Program Manager, Customer Success Manager, or Business Analyst.
  • Robust background in IVR and call center settings.
  • Expertise in Agile methodologies.
  • Capability to translate business requirements into technical specifications.
  • Exceptional communication skills to bridge the gap between technical teams and end-users.
  • Experience with Jira or similar project management tools.
  • Strong analytical skills, including success criteria and data-driven decision-making.
  • Post-launch analytics experience.
  • Understanding of call center metrics and Conversational IVR/AI functionalities.

What We Provide:

  • Innovative Environment: Become part of a team that prioritizes creativity and innovation.
  • Career Advancement: Opportunities for professional growth and career progression.
  • Meaningful Contributions: Engage in projects that influence the future of IVR technology.

Are You Ready to Make a Difference? If you are enthusiastic about this opportunity and possess the skills and experience to thrive, we would be pleased to hear from you.

Apex Benefits Overview:Apex offers a variety of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that provide an additional layer of financial security. We have an employee stock purchase program and a 401K plan that allows contributions typically within 30 days of employment, with a company match after a year of service. Apex also provides a Health Savings Account on the HDHP plan, an Employee Assistance Program with complimentary counseling sessions, a corporate discount savings program, and other perks. In terms of professional development, Apex hosts an on-demand training program, grants access to certification preparation, and offers a library of technical and leadership courses once you have completed 6 months of service, along with certification discounts and additional benefits for professional associations. Apex has a dedicated customer service team for our consultants to address inquiries regarding benefits and resources, as well as a certified Career Coach. A comprehensive list of our benefits, programs, support teams, and resources is available in our 'Welcome Packet.'