Product Owner – Contact Center & Voice IVR / Twilio

Work Authorizations: GC/GC EAD or US Citizens only

100% REMOTE

12-18 Months CTH

Voice Product Owner – Contact Center & Voice IVR

Location: Remote

Product Owner with expertise in contact center systems and voice technologies like Twilio, Contact Ceter and IVR

Client is looking for a Voice Product Owner to help shape the future of voice communications for a leading healthcare organization serving over 1.7 million members across New York.

This is a high-impact, remote role where you’ll lead discovery, strategy, and delivery of voice products with empathy, ownership, and a customer-first mindset.

Responsibilities:

• Lead Voice Product Development: Own and drive end-to-end product initiatives across Twilio IVR systems and contact center platforms.
• Conduct Discovery: Independently run large-scale discovery sessions with cross-functional and often challenging stakeholders.
• Translate Business Needs: Document and convert business requirements into detailed, agile-ready user stories with clear acceptance criteria.
• Champion Communication: Serve as the central voice between business teams, engineering, and customer experience to align on product goals.
• Drive Agile Execution: Manage product backlogs, participate in sprints, and ensure timely delivery of voice-related features.
• Measure & Improve: Leverage Twilio Insights (if applicable) and other reporting tools to monitor, evaluate, and enhance product performance.

REQUIREMENTS:

• 6–8 years of experience as a Product Owner or Product Manager, ideally with a focus on voice/contact center solutions.
• Strong understanding of contact center functionalities including IVR, call routing, and reporting.
• Experience or familiarity with Twilio IVR and Twilio Insights is a plus.
• Excellent communication and stakeholder management skills — especially in high-stakes, complex environments.
• Ability to thrive in a fast-paced, agile environment with a high level of autonomy.
• Proven ability to own product processes end-to-end and deliver with accountability.
• Empathetic, solutions-focused mindset that elevates the product and team culture.
• Bachelor’s degree in Business, Computer Science, or a related field. Master’s preferred.

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Product Owner with Twilio

We are seeking a seasoned Technical Product Owner to lead the development and enhancement of our Conversational Toolkit Video Space.

The ideal candidate will have a robust background in contact center operations and a proven track record of product management success.

Experience with Twilio and a background in the insurance industry are highly desirable.

Job Description:

We are seeking a seasoned Product Owner to lead the development and enhancement of our Conversational Toolkit Video Space. The ideal candidate will have a robust background in contact center operations and a proven track record of product management success. Experience with Twilio and a background in the insurance industry are highly desirable.

Key Responsibilities:

• Product Vision & Strategy: Define and communicate the product vision and strategy for the Conversational Toolkit Video Space, aligning with business goals and customer needs.
• Roadmap Development: Create and manage a product roadmap, prioritizing features and improvements based on customer feedback, market trends, and business objectives.
• Stakeholder Collaboration: Work closely with cross-functional teams, including engineering, design, marketing, and sales, to ensure seamless product development and delivery.
• Customer Insights: Gather and analyze customer insights and feedback to inform product decisions and enhance user experience.
• Contact Center Expertise: Leverage extensive contact center experience to understand and address the unique challenges and opportunities in this space.
• Twilio Integration: Utilize Twilio expertise to integrate and optimize video communication features within the product.
• Insurance Industry Knowledge: Apply knowledge of the insurance industry to tailor solutions that meet specific regulatory and operational requirements.
• Agile Methodology: Lead agile product development processes, including sprint planning, backlog grooming, and daily stand-ups.
• Performance Monitoring: Track and analyze product performance metrics, making data-driven decisions to drive continuous improvement.
• Market Analysis: Conduct market research and competitive analysis to identify opportunities and threats, ensuring the product remains competitive and innovative.

Qualifications:

• Experience: Minimum of 6 years of product management experience, with a strong background in contact center operations.
• Technical Skills: Familiarity with Twilio and other communication platforms is highly desirable.
• Industry Knowledge: Experience in the insurance industry is a plus.
• Education: Bachelor's degree in Business, Computer Science, or a related field. Master's degree is a plus.
• Skills: Excellent communication, leadership, and analytical skills. Ability to work effectively in a fast-paced, dynamic environment.
• Agile Proficiency: Proven experience with Agile development methodologies.