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Job Title: Experience Owner III (AI - Chat, IVR, Contact Center)

Location: Johnston, RI (5 days onsite)
Duration: 6-12 month contract
Start Date: ASAP

Role Overview

The Experience Owner III will lead the strategy, roadmap, and delivery of AI-driven experiences across assisted service channels, including Chat, IVR, and Contact Center platforms. This role focuses on transforming customer and agent experiences through AI and GenAI solutions, driving measurable improvements in engagement, efficiency, and operational outcomes.

The ideal candidate brings strong product ownership, deep contact center domain knowledge, and hands-on experience delivering AI-enabled digital experiences in regulated enterprise environments.

Key Responsibilities

• Own and execute the AI product vision and roadmap for Chat, IVR, and Contact Center experiences

• Identify and prioritize AI use cases that improve customer experience, containment, AHT, and agent productivity

• Translate complex business, data, and operational needs into clear product requirements and user stories

• Partner with Data, AI/GenAI, Engineering, Operations, and Business teams to deliver scalable solutions

• Lead agile delivery using tools such as Jira, ensuring timely and high-quality execution

• Support AI capabilities including agent assist, self-service automation, desktop tools, and workflow optimization

• Ensure solutions align with risk, compliance, governance, and ethical AI standards

• Communicate progress, outcomes, and value through dashboards, executive updates, and KPIs

Required Qualifications

• 5+ years of product management experience, preferably in digital, banking, fintech, or contact center environments

• Demonstrated experience building and delivering AI-enabled or data-driven product roadmaps

• Strong understanding of Contact Center, IVR, and assisted-service platforms

• Proven ability to deliver customer-centric digital experiences at enterprise scale

• Experience working in agile product delivery environments

• Excellent written and verbal communication skills

Preferred Qualifications

• Experience launching AI or GenAI-powered features that drive personalization and engagement

• Familiarity with integrating financial or sensitive data into customer-facing tools

• Experience collaborating with legal, risk, and compliance teams

• Exposure to agent desktop tools, workforce management, or quality platforms

Work Environment

• Hybrid schedule: 5 days onsite

• Primary location: Charlotte, NC

• Potential travel to other office locations as needed

Why This Role

This role offers the opportunity to lead enterprise-scale AI transformation within assisted service channels, directly impacting customer experience, operational efficiency, and the future of AI-enabled service delivery.

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