Product Owner - Next Generation Contact Center
Prudential Ins Co of America - newark, NJ
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Job Classification: Technology - Project Mgmt/Business Analysis At Prudential, we believe talent is key to achieving our vision. When you join Prudential, youll unlock a motivating and impactful career all while growing your skills and advancing your profession at one of the worlds leading financial services institutions! As a Manager, Product Owner - Next Generation Contact Center you will develop and drive the product vision and strategy, providing constant feedback to the team and helping to set and drive toward the vision. This is a multi-faceted role with responsibility for defining the strategy and roadmap for a product or suite of related products collaborating with business functions, service teams, UX and technology teams (as applicable), to identify business value and define solutions that deliver on the product strategy. The product owner will lead discussions and decisions around options e.g. buy vs build vs partner, build product teams to support the execution and has sole responsibility for the product backlog. Level details: Solves complex problems that have a moderate impact on the product journey; Provides leadership through to agile team with low risk and moderate complexity; May be regarded as a business or technical expert in their particular field; May have managerial accountability. The current EWA for this position can be Hybrid preferably in our Newark, NJ or Fort Washington, PA offices or Fully Virtual. While a Virtual position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office Your Impact: Partner with assigned business areas to gain a basic level of understanding of their processes, plans, and how technology solutions are utilized to support users Create and maintain an ongoing product roadmap by working with business areas to identify, sequence, and prioritize enhancement requests Ensure alignment of product features and stories, i.e., review, give feedback, and prioritize user stories in line with own vision Partners with Chief Product Owner and business leaders to ensure the product backlog is prioritized and aligns with the strategic objectives of the organization Coordinate, plan and lead UAT sessions for business stakeholders Manage sprint and release plans together with the Scrum Master and organizational technology teams What youll need: Ten years of work experience including 5 years' experience in financial services, insurance or other highly regulated industry Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles. Ability to work with cross-functional and onshore/offshore team members at various levels in the organization Belief in a non-hierarchal structure of collaboration, transparency and trust Experience with raising issues up/down the organization and resolution handling Experience with agile development methodologies Excellent verbal and written communication skills, experience working in synchronous and asynchronous environments Strong conflict resolution, negotiation, and collaboration skills Understanding of contact center technology infrastructure to be able to engage and communicate effectively with Developers and QA regarding requirements Itd be a plus if you had: Experience in Genesys on-prem/cloud implementation, call routing setups including toll free numbers configurations, vector dialed numbers, vectors, and call flows Experience with setting up and integrating voice biometrics, virtual hold (callback technologies), call recording, and speech analytics Understanding of designing call flows in an IVR with/without natural language understanding, and familiar with IVR support, analysis, and troubleshooting Experience with cloud contact center set up and integration with other platforms such as computer telephony integration (CTI), salesforce etc. Prudential supports all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply. At Prudential, you can: We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities. We offer a suite of services including 1:1 Career advice, on demand resources and networking to propel your career forward. Were a global organization, full of outstandingly dedicated people who arent afraid to think differently, challenge the status quo and take sensible risks along the way. You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives. You will have access to leadership and learning opportunities and the resources needed to take your career in any direction. We will help you do your best work, offering flexibility, while delivering on our Purpose. What we offer you: Market competitive base salaries, with a yearly bonus potential at every level Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave Retirement plans: 401(k) plan with company match (up to 4%) Company-funded pension plan Wellness Programsto help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs Work/Life Resourcesto help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development. Tuition Assistanceto help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs,... Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Created: 2024-10-13