Assurant

Technical Product Owner, IVR / Contact Center

Assurant

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $88,000 - $147,000 per year

About the role

  • Works closely with Business stakeholders and other areas in Assurant to understand business objectives and product requirements.
  • Interpret high-level business, compliance, and financial needs/requests for complex projects, with little or no background information or foundation.
  • A self-starter that has the ability to lead solution definition and refine requirements for several concurrent initiatives around the globe.
  • Be the “go to” person for knowledge of the department’s applications and data.
  • Writes functional and technical user stories that clearly communicate customer/stakeholder needs to the Agile team, accepts stories once complete and demoed.
  • Backlog planning, prioritization, and management.
  • Understands and supports inter-team dependencies, and ability to identify priority issues and determine which issues can be managed within the authority of a TPO and being able to discern those issues requiring engineering support or to be directed from a higher authority.
  • Analyze complex processes, interfaces, and sub-system problems for modification.
  • Participate in new process definition efforts, as requested.
  • Document existing and new business processes and workflows.
  • Identify and resolve complex, non-routine problems and issues where no precedent has been established or exists.
  • Identify trends/patterns; facilitate and/or conduct root cause analysis; recommend solution alternatives.
  • Identify and implement process improvements.
  • Communicate release date and scope for the initiatives the TPO is leading.
  • Attends and actively participates in team events (e.g., daily stand-up, grooming, sprint planning, sprint review).
  • Attend biweekly deployments and weekend support as needed.

Requirements

  • 3+ years of experience as a Technical Product Owner, Business Analyst, SME or process owner
  • 2+ years of progressive experience gathering requirements and writing user stories for business application needs
  • 2+ years of experience with Omni channel / Contact Center technology: IVR, Chat, Chatbot, Routing, Softphone, etc.
  • Experience with Agile development; Agile or TPO certifications are a plus
  • Ability to lead, prioritize and work independently or as part of a project team to complete multiple tasks, concurrently
  • Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions
  • Excellent oral and written communication skills
  • Ability to work in a fast-paced environment with changing priorities
  • Ability to develop productive working relationships with both technical and non-technical partners
  • Excellent organizational and planning skills
  • Bachelor’s Degree in Business Administration, technology or related field is desired
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

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

Hard Skills & Tools
user storiesbacklog managementroot cause analysisprocess improvementsAgile developmentOmni channel technologyIVRChatChatbotRouting
Soft Skills
leadershipprioritizationindependent workcommunicationrelationship buildingorganizational skillsplanning skillsproblem-solvingadaptabilityteam collaboration
Certifications
Agile certificationTPO certification