Allstate

Product Manager – Interactive Voice Response, Call Routing

Allstate

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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About the role

  • Contribute to the product vision and roadmap for IVR and call routing.
  • Collaborate with fellow Product Managers to manage the lifecycle of IVR and routing features: ideation, requirements gathering, design, testing, launch, adoption, and ongoing optimization.
  • Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value.
  • Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria.
  • Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities.
  • Provide timely feedback on iterations to ensure product outcomes meet business objectives.
  • Represent the "voice of the customer" and contact center operations during product discussions and solution design.
  • Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design.
  • Advocate for usability, accessibility, and compliance in IVR design to ensure solutions meet regulatory and customer needs.
  • Engage in discovery and test-and-learn activities to validate new features and routing strategies.
  • Stay informed about industry trends (AI-driven IVR, predictive routing, real-time translation) and provide recommendations on applicability.
  • Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, and customer satisfaction (NPS/CSAT).

Requirements

  • 3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems.
  • Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus).
  • Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners.
  • Insurance industry experience is a plus but not required.
  • Familiarity with IVR design principles, call routing strategies, and integrations with CRM, WFM, QM, and analytics tools.
  • Understanding of AI/ML applications in contact centers (natural language IVR, predictive routing, speech analytics, real-time agent assistance).
  • Ability to interpret data dashboards and apply insights to improve routing strategies and customer outcomes.
Benefits
  • Joining our team isn’t just a job — it’s an opportunity.
  • One that takes your skills and pushes them to the next level.
  • One that encourages you to challenge the status quo.
  • One where you can shape the future of protection while supporting causes that mean the most to you.
  • Being part of a winning team making a meaningful impact.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Product ManagementBusiness AnalysisIVR design principlescall routing strategiesdata interpretationAI applicationsML applicationsuser story creationacceptance criteria developmentkey performance indicators
Soft Skills
collaborationcommunicationprioritizationcustomer advocacyfeedback provisionproblem-solvingusability advocacyaccessibility advocacystakeholder engagementcross-functional teamwork