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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.
