20 days old

IVR Technical Product Owner - P185932_S1

Riverwoods, IL 60015
  • Job Code
    P185932_S1

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Are you looking for a great opportunity to work for a leader in the financial services industry designing and shaping customer-facing technology? We are looking for an individual with experience in Natural Language Understanding IVRs who can help implement our next generation servicing solutions. Following sound project management principles, the successful candidate will help design, plan, schedule, and oversee project activities for our NLU IVRs. As an IVR Designer, your primary responsibility is to design and maintain Natural Language Interactive Voice Response (IVR) applications. The position involves the design, testing and tuning of complex voice response applications for our customers. The position requires continuous learning to keep up on the cutting edge of natural language speech, artificial intelligence and related technologies. The ideal candidate will have an understanding of call center operations and experience leveraging service channel technologies for the optimal customer experience. The candidate must be able to build strong, lasting, and positive professional relationships, set clear expectations, develop and provide clarity on internal process expectations and coordinate within the organization to ensure project success. Excellent communication skills are imperative, as this individual will interact with multiple levels of the organization including senior leadership.

Responsibilities
  • Instrumental in creating the long and short-term IVR strategy.
  • Gathers customer requirements, tracks, and documents the development of releases that satisfy the requirements.

  • Support enterprise-wide IVR systems and measure performance metrics. Look for service improvements, which focus on process improvements, quality improvement, customer experience and cost reduction.

  • Measures and evaluates operations using process documentation, using Lean techniques and other process improvement tools, as appropriate.

  • Develops operational decision support tools, including executive dashboards and leading indicators, for continuous process improvement and optimization

  • Provides status updates to the business and management.
  • Manages and prioritizes sprint backlogs.
  • Empowers decisions regarding functionality and priority in the sprint. Approves each user story during the sprint.
  • Develops user stories from prioritized features. Leads efforts to attain product vision and objectives. Writes acceptance criteria for user stories. Ensures that user stories meet the Definition of Ready (DoR) and are updated in the system.
  • Collaborates with Agile teams to follow through on business priorities and visions.
  • Partners with agile team to deliver customer and business value through product features.

Minimum Qualifications

At a minimum, here's what we need from you:

  • Bachelor's Degree in Business, Technology, Finance, Engineering, or related field
  • 2+ years of experience in Product Owner, Business Analyst, Customer Service and Relationships, IT, or related field
  • In lieu of a degree, 4+ years of experience in Product Owner, Business Analyst, Customer Service and Relationships, IT, or related field
Preferred Qualifications

If we had our say, we'd also look for:

  • Proven record of accomplishment of working with Natural Language IVR systems.
  • Experience with Alexa Skills Kit, Alexa developer portal, and AWS services like Lex, Lambda and Google developer preferred.
  • Technical expertise in all phases of IVR solution design
  • Proficiency in design of NLU based speech applications
  • Must have proven experience-managing projects in a structured and established methodology, utilizing sound project management practices - planning, status reporting, issue management, risk mitigation, and scope control documentation.
  • Experience in leading multiple concurrent projects while monitoring time and budget constraints.
  • Excellent oral, written and interpersonal communication skills. Must be able to communicate effectively with all levels and prepare effective written documents.
  • Preferred minimum five years of experience in IVR, Customer Care Technology or project management with a significant portion of that experience involving IVR design and optimization.
  • Demonstrated, proven record of accomplishment of working effectively with customers/business, as well as an ability to build strong working relationships within IT and other areas.
  • Must have exceptional problem-solving and analytical skills.
  • Knowledge and experience with leveraging both telephony solutions and business process improvements.
  • Must be self-directed and possess excellent organizational skills.
  • Knowledge of IVR Speech applications preferred.
  • Prefer a working knowledge of SQL and ability to write queries against IVR database.
  • Knowledge of the Microsoft 365 Office Suite.

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



Categories

Industry

  • Banking / Finance
Posted: 2019-06-30 Expires: 2019-08-08

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.


Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


 

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IVR Technical Product Owner - P185932_S1

Discover
Riverwoods, IL 60015

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