EVERSANA

Product Owner, Telephony

EVERSANA

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Salary

💰 $67,500 - $94,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudTableauVoIP

About the role

  • Serve as Product Owner for the integrated NICE CXone and CRM (e.g., Salesforce) ecosystem.
  • Lead the definition and execution of the product roadmap for omnichannel contact center and CRM workflows.
  • Manage enhancements across voice, IVR, chat, SMS, and email channels, ensuring seamless customer and agent experiences.
  • Collaborate with internal and external stakeholders to identify opportunities for automation across patient access, reimbursement, intake, triage, and therapy initiation workflows.
  • Translate business needs into user stories, requirements, process maps, and acceptance criteria.
  • Drive the adoption of AI-powered capabilities such as: Automated call routing; Intelligent IVR with NLP; Virtual assistants / chatbots; Predictive engagement and agent assist
  • Coordinate vendor engagements (e.g., NICE, telephony partners, AI vendors) and oversee technical delivery teams.
  • Support QA, UAT, training, and release readiness.
  • Analyze contact center performance using KPIs and voice analytics to guide product improvements.
  • Ensure compliance with HIPAA, PCI, and other relevant regulations in telephony and patient communication.
  • Demonstrate a commitment to diversity, equity, and inclusion ...
  • All other duties as assigned

Requirements

  • 5+ years of experience in Product Ownership, Business Analysis, or Technical Program Management roles in healthcare, pharma services, or technology sectors
  • Hands-on experience with NICE CXone or similar platforms (Genesys, Five9, Amazon Connect)
  • Understanding of telephony architecture including ACD, IVR, SIP, VoIP, call routing, and call recording
  • Strong experience with CRM systems, ideally Salesforce Health Cloud or Service Cloud
  • Background in Hub Services or Patient Services operations such as enrollment, benefits verification, prior auth, adherence support
  • Familiarity with AI/ML-driven automation tools for virtual agents, call deflection, and digital engagement
  • Excellent skills in stakeholder engagement, requirements gathering, backlog grooming, and Agile/Scrum delivery
  • NICE CXone Platform (required) Salesforce CRM (integration experience required); familiarity with call routing, IVR systems, and reporting tools
  • NICE CXone admin certification or related telephony certifications (preferred)
  • Experience with HIPAA, SOC2 compliance
  • Exposure to other patient engagement platforms, case management tools, or healthcare automation solutions
  • Knowledge of omnichannel orchestration and contact center analytics platforms (e.g., NICE Enlighten, Salesforce Einstein, Tableau)