• Product Owner

    Insight Global (Cary, NC)


    Job Description

    A client of Insight Global is looking for a Product Owner who will lead the strategy and delivery of IVR and IVA solutions within their global contact center environment. This role requires an expert understanding of collaboration tools such as Azure DevOps, SharePoint, and Microsoft Teams, combined with a strong design mindset to create user-centric experiences through personas, journey maps, and story mapping. The ideal candidate will have deep knowledge of IVR and telephony technologies—including dialogue design tools, chatbots, text-to-speech, speech recognition, and natural language processing—as well as hands-on experience with Genesys IVR and IVA platforms. They will leverage Agile and DevOps methodologies for backlog grooming and sprint planning, apply data-driven insights to enhance performance, and ensure measurable improvements in call containment, user experience, and operational efficiency. Exceptional communication, stakeholder management, and organizational skills are essential to succeed in this role. Pay is $45-50 depending on candidate qualifications.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

    Must Haves

    • 3+ years’ current experience working within a complex IVR development environment

    • 3+ years’ current experience working on a Scrum and/or Agile team as Product Owner

    • 3+ years’ experience with creating documentation for communication with varied audiences

    • 2+ years’ experience working on complex development projects

    • Expert understanding of Collaboration Tools such as Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio

     

    Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Natural Language Processing, Toll Free Number Engineering, Automatic Call Distribution 2+ years’ experience working on Genesys Cloud Interactive Voice Applications