JOB DESCRIPTION: Associate Product Owner (Chat Platform)
JOB PROFILE SUMMARY
The Associate Product Owner works closely with business stakeholders, engineering leadership, and Scrum teams to help define, prioritize, and execute the product roadmap and backlog for the enterprise Chat Platform (Chat and IVA/IVR). This role bridges business needs and technical delivery by translating strategic goals into actionable features, managing scoping and timelines, and partnering with Scrum Masters and Team Managers to drive sprint execution across multi-channel customer experiences. The ideal candidate possesses a strong foundational understanding of chat, IVR, and conversational AI capabilities, system integrations, and cloud technologies to guide the team and ensure successful delivery.
ESSENTIAL RESPONSIBILITIES
Roadmap, Scope & Stakeholder Management: Collaborate with key business and technical stakeholders to help define and refine the product roadmap, release timelines, feature scope, and functional design for both chat and IVR channels. Maintain and groom an extensive Chat Platform backlog to ensure clear alignment with strategic goals and underlying platform enhancements.
Agile Planning & Sprint Execution: Work closely with Team Managers, Scrum Masters, and engineering teams to define sprint goals, plan upcoming iterations, and break down complex conversational AI initiatives into actionable user stories and technical requirements.
Technical Guidance & Impediment Removal: Leverage an understanding of both business and technical details to guide the development team toward successful delivery. Proactively identify and remove blockers, assist with decision-making, and escalate risks or issues appropriately.
Chat, IVR & AI Domain Expertise: Apply knowledge of modern chat platforms, IVR/voice conversational AI capabilities, system integrations, and cloud architectures (Google Cloud Platform / Google Cloud Platform knowledge is a strong plus) to evaluate multi-channel solutions, validate designs, and support platform optimization.
QUALIFICATIONS
Education
Required: Bachelor's Degree in Information Technology, Business Administration, Computer Science, or a closely related discipline.
Experience
Required:
2+ years of experience working in a Product Owner, Business Analyst, or Agile project delivery role within an IT or software development environment.
Experience writing user stories, managing software backlogs (e.g., Jira, digital.ai Agility), and participating in Agile/Scrum ceremonies.
Preferred:
Experience working on enterprise chat, IVR, contact center, or conversational AI platforms.
Familiarity with cloud environments (specifically Google Cloud Platform / Google Cloud Platform).
Background in the health insurance or a heavily regulated industry.
Technical Skills & Competencies
Product Management Tools: Proficiency with Jira, digital.ai Agility, Confluence, or equivalent Agile tracking tools.
Domain Knowledge: Understanding of conversational AI, chatbots, IVR/voice systems, digital customer experience platforms, and basic system integrations.
Technical Familiarity: Foundational awareness of cloud technologies (Google Cloud Platform preferred) and software development lifecycles (SDLC).
Soft Skills: Strong stakeholder management, clear written and verbal communication, and the ability to balance competing priorities in a fast-paced environment.
JOB PROFILE SUMMARY
The Associate Product Owner works closely with business stakeholders, engineering leadership, and Scrum teams to help define, prioritize, and execute the product roadmap and backlog for the enterprise Chat Platform (Chat and IVA/IVR). This role bridges business needs and technical delivery by translating strategic goals into actionable features, managing scoping and timelines, and partnering with Scrum Masters and Team Managers to drive sprint execution across multi-channel customer experiences. The ideal candidate possesses a strong foundational understanding of chat, IVR, and conversational AI capabilities, system integrations, and cloud technologies to guide the team and ensure successful delivery.
ESSENTIAL RESPONSIBILITIES
Roadmap, Scope & Stakeholder Management: Collaborate with key business and technical stakeholders to help define and refine the product roadmap, release timelines, feature scope, and functional design for both chat and IVR channels. Maintain and groom an extensive Chat Platform backlog to ensure clear alignment with strategic goals and underlying platform enhancements.
Agile Planning & Sprint Execution: Work closely with Team Managers, Scrum Masters, and engineering teams to define sprint goals, plan upcoming iterations, and break down complex conversational AI initiatives into actionable user stories and technical requirements.
Technical Guidance & Impediment Removal: Leverage an understanding of both business and technical details to guide the development team toward successful delivery. Proactively identify and remove blockers, assist with decision-making, and escalate risks or issues appropriately.
Chat, IVR & AI Domain Expertise: Apply knowledge of modern chat platforms, IVR/voice conversational AI capabilities, system integrations, and cloud architectures (Google Cloud Platform / Google Cloud Platform knowledge is a strong plus) to evaluate multi-channel solutions, validate designs, and support platform optimization.
QUALIFICATIONS
Education
Required: Bachelor's Degree in Information Technology, Business Administration, Computer Science, or a closely related discipline.
Experience
Required:
2+ years of experience working in a Product Owner, Business Analyst, or Agile project delivery role within an IT or software development environment.
Experience writing user stories, managing software backlogs (e.g., Jira, digital.ai Agility), and participating in Agile/Scrum ceremonies.
Preferred:
Experience working on enterprise chat, IVR, contact center, or conversational AI platforms.
Familiarity with cloud environments (specifically Google Cloud Platform / Google Cloud Platform).
Background in the health insurance or a heavily regulated industry.
Technical Skills & Competencies
Product Management Tools: Proficiency with Jira, digital.ai Agility, Confluence, or equivalent Agile tracking tools.
Domain Knowledge: Understanding of conversational AI, chatbots, IVR/voice systems, digital customer experience platforms, and basic system integrations.
Technical Familiarity: Foundational awareness of cloud technologies (Google Cloud Platform preferred) and software development lifecycles (SDLC).
Soft Skills: Strong stakeholder management, clear written and verbal communication, and the ability to balance competing priorities in a fast-paced environment.