Senior Product Owner for Voice / Contact Center AI platforms

Responsibilities

The Senior Product Owner defines the vision, strategy, and requirements for voice-based AI and contact center platforms. They lead discovery efforts, manage the product backlog, and ensure cross-functional alignment to deliver high-value customer service solutions.

Requirements

Candidates must have over 10 years of product management experience with expertise in cloud-based voice or conversational AI platforms. A bachelor's degree is required, along with strong skills in agile methodologies and stakeholder management.

Skills

• Product Ownership
• Voice AI
• Contact Center Platforms
• Conversational AI
• Product Strategy
• Agile
• Scrum
• Stakeholder Management
• Roadmap Development
• User Stories
• Business Discovery
• Prompt Engineering
• Conversation Analytics
• Intent Recognition
• Cloud-based Platforms
• Cross-functional Leadership

About this role

The Senior Product Owner for Voice / Contact Center AI platforms is responsible
for defining the vision, requirements, and delivery of voice-based customer
service solutions, especially those using AI and conversational technologies. It
is a crucial role helping to transform a high-level vision into detailed
functional requirements, create product user stories, and accept the completed
deliver within a given iteration. That person is the primary contact responsible
for ensuring the development team works on the tasks intended to address
specific product scope and capabilities.

RESPONSIBILITIES

* Define overall product strategy and validation criteria.

* Lead product vision and strategy and discovery efforts to identify product
efficiencies and cross-product dependencies.

* Engage with stakeholders, clients, and product managers in scope definition
and requirements refinement.

* Develop deep knowledge of users, formulating hypotheses & advocating product
direction and roadmap.

* Model out business and process workflows in real-time.

* Act as the subject matter expert for your product; including awareness of the
related technology stack and how the market and our customers use and extract
business value from your product(s)

* Define product roadmaps and drive Planning Increment objectives.

* Assess risks and benefits of product enhancements and gain alignment with
stakeholders, clients, and product managers

* Analyze product metrics and define continuous improvement initiatives to
increase the Product’s business value. 

* Introduce new approaches and tool sets that will allow the product
development team to better understand the solution criteria and requirements.

* Write robust user stories that show your understanding of the product,
technical limitations, and personas.  Specifically, with a focus on clear
acceptance criterion and 'definiton of done' within each user story.

PREFERRED QUALIFICATIONS INCLUDE

These are the minimum qualifications required for someone to be considered for
this position. 

* Bachelor’s Degree or commensurate experience

* 5 to 7 years of working experience as a Product Owner

* Experience working as a Senior Product Owner/Manager for Voice, Contact
Center, AI platforms in an enterprise level organization

* 2+ years of consulting industry experience, with strong relationship and
account management experience

* Demonstrated ability to leverage AI tools to enhance productivity, streamline
workflows, and support data-informed task execution. 

* Familiarity with AI-enhanced platforms is a plus. 

* A solid understanding of AI capabilities and limitations including ethical
considerations is expected

* Strong communication skills with the ability to independently lead large
scale discovery sessions

* Detailed oriented

* Experience in agile and scrum development organizations

* Certification - Certified Scrum Product Owner (CSPO) or Professional Scrum
Product Owner (PSPO) is a plus.

QUALIFICATIONS

* 10+ years of relevant Product Owner/Product Management experience, with
strong expertise in cloud-based voice, contact center, or conversational
voice platforms.
* Lead business discovery independently, translating business needs into
prioritized epics, features, user stories, and clear acceptance criteria.
* Own end-to-end product delivery, from discovery and backlog management
through implementation, launch, and continuous optimization.
* Strong ability to drive cross-functional alignment across business,
engineering, architecture, operations, and other stakeholders.
* Key differentiator:
* Hands-on knowledge of Agentic Voice / Voice AI implementations, including
AI-driven voice agents and conversational experiences.
* Experience with Voice Intelligence and voice prompt engineering, including
conversation analytics, intent recognition, summarization, and optimization
of AI-driven voice interactions.
* Self-driven with strong communication, stakeholder management, and
interpersonal skills.

WHAT WE BELIEVE

At Perficient, we promise to challenge, champion, and celebrate our people. You
will experience a unique and collaborative culture that values every voice. Join
our team, and you’ll become part of something truly special. We believe in
developing a workforce that is as diverse and inclusive as the clients we work
with. We’re committed to actively listening, learning, and acting to further
advance our organization, our communities, and our future leaders… and we’re not
done yet. Perficient, Inc. proudly provides equal employment opportunities (EEO)
to all employees and applicants for employment without regard to race, color,
religion, gender, sexual orientation, national origin, age, disability, genetic
information, marital status, amnesty, or status as a protected veteran in
accordance with applicable federal, state and local laws. Perficient, Inc.
complies with applicable state and local laws governing non-discrimination in
employment in every location in which the company has facilities. This policy
applies to all terms and conditions of employment, including, but not limited
to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves
of absence, compensation, and training. Perficient, Inc. expressly prohibits any
form of unlawful employee harassment based on race, color, religion, gender,
sexual orientation, national origin, age, genetic information, disability, or
covered veterans. Improper interference with the ability of Perficient, Inc.
employees to perform their expected job duties is absolutely not tolerated. 

Disability Accommodations: Perficient is committed to providing a barrier-free
employment process with reasonable accommodations for qualified individuals with
disabilities and disabled veterans in our job application procedures. If you
need assistance or accommodation due to a disab...

About Perficient

IT Services and IT Consulting · 5,001-10,000 employees · headquartered in St Louis, MO 63141, MO