Senior Product Owner for Voice / Contact Center AI platforms

The Senior Product Owner for Voice / Contact Center AI platforms is responsible for defining the vision, requirements, and delivery of voice-based customer service solutions, especially those using AI and conversational technologies. It is a crucial role helping to transform a high-level vision into detailed functional requirements, create product user stories, and accept the completed deliver within a given iteration. That person is the primary contact responsible for ensuring the development team works on the tasks intended to address specific product scope and capabilities.

• Define overall product strategy and validation criteria.

• Lead product vision and strategy and discovery efforts to identify product efficiencies and cross-product dependencies.

• Engage with stakeholders, clients, and product managers in scope definition and requirements refinement.

• Develop deep knowledge of users, formulating hypotheses & advocating product direction and roadmap.

• Model out business and process workflows in real-time.

• Act as the subject matter expert for your product; including awareness of the related technology stack and how the market and our customers use and extract business value from your product(s)

• Define product roadmaps and drive Planning Increment objectives.

• Assess risks and benefits of product enhancements and gain alignment with stakeholders, clients, and product managers

• Analyze product metrics and define continuous improvement initiatives to increase the Product’s business value. 

• Introduce new approaches and tool sets that will allow the product development team to better understand the solution criteria and requirements.

• Write robust user stories that show your understanding of the product, technical limitations, and personas.  Specifically, with a focus on clear acceptance criterion and 'definiton of done' within each user story.

PREFERRED QUALIFICATIONS INCLUDE

These are the minimum qualifications required for someone to be considered for this position. 

• Bachelor’s Degree or commensurate experience

• 5 to 7 years of working experience as a Product Owner

• Experience working as a Senior Product Owner/Manager for Voice, Contact Center, AI platforms in an enterprise level organization

• 2+ years of consulting industry experience, with strong relationship and account management experience

• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support data-informed task execution. 

• Familiarity with AI-enhanced platforms is a plus. 

• A solid understanding of AI capabilities and limitations including ethical considerations is expected

• Strong communication skills with the ability to independently lead large scale discovery sessions

• Detailed oriented

• Experience in agile and scrum development organizations

• Certification - Certified Scrum Product Owner (CSPO) or Professional Scrum Product Owner (PSPO) is a plus.

• 10+ years of relevant Product Owner/Product Management experience, with strong expertise in cloud-based voice, contact center, or conversational voice platforms.
• Lead business discovery independently, translating business needs into prioritized epics, features, user stories, and clear acceptance criteria.
• Own end-to-end product delivery, from discovery and backlog management through implementation, launch, and continuous optimization.
• Strong ability to drive cross-functional alignment across business, engineering, architecture, operations, and other stakeholders.
• Key differentiator:
  • Hands-on knowledge of Agentic Voice / Voice AI implementations, including AI-driven voice agents and conversational experiences.
  • Experience with Voice Intelligence and voice prompt engineering, including conversation analytics, intent recognition, summarization, and optimization of AI-driven voice interactions.
• Self-driven with strong communication, stakeholder management, and interpersonal skills.

WHAT WE BELIEVE

At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you’ll become part of something truly special. We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We’re committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leaders… and we’re not done yet. Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated. 

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

Applications will be accepted until the position is filled or the posting is removed. 

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $111,300 to $144,600. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

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