To Apply for this Job Click Here Job Title: Experience Owner III (AI - Chat, IVR, Contact Center)

Location: Johnston, RI (5 days onsite)
Duration: 6-12 month contract
Start Date: ASAP

Role Overview

The Experience Owner III will lead the strategy, roadmap, and delivery of AI-driven experiences across assisted service channels, including Chat, IVR, and Contact Center platforms. This role focuses on transforming customer and agent experiences through AI and GenAI solutions, driving measurable improvements in engagement, efficiency, and operational outcomes.

The ideal candidate brings strong product ownership, deep contact center domain knowledge, and hands-on experience delivering AI-enabled digital experiences in regulated enterprise environments.

Key Responsibilities

Own and execute the AI product vision and roadmap for Chat, IVR, and Contact Center experiences

Identify and prioritize AI use cases that improve customer experience, containment, AHT, and agent productivity

Translate complex business, data, and operational needs into clear product requirements and user stories

Partner with Data, AI/GenAI, Engineering, Operations, and Business teams to deliver scalable solutions

Lead agile delivery using tools such as Jira, ensuring timely and high-quality execution

Support AI capabilities including agent assist, self-service automation, desktop tools, and workflow optimization

Ensure solutions align with risk, compliance, governance, and ethical AI standards

Communicate progress, outcomes, and value through dashboards, executive updates, and KPIs

Required Qualifications

5+ years of product management experience, preferably in digital, banking, fintech, or contact center environments

Demonstrated experience building and delivering AI-enabled or data-driven product roadmaps

Strong understanding of Contact Center, IVR, and assisted-service platforms

Proven ability to deliver customer-centric digital experiences at enterprise scale

Experience working in agile product delivery environments

Excellent written and verbal communication skills

Preferred Qualifications

Experience launching AI or GenAI-powered features that drive personalization and engagement

Familiarity with integrating financial or sensitive data into customer-facing tools

Experience collaborating with legal, risk, and compliance teams

Exposure to agent desktop tools, workforce management, or quality platforms

Work Environment

Hybrid schedule: 5 days onsite

Primary location: Charlotte, NC

Potential travel to other office locations as needed

Why This Role

This role offers the opportunity to lead enterprise-scale AI transformation within assisted service channels, directly impacting customer experience, operational efficiency, and the future of AI-enabled service delivery.

1440545_1765901589 To Apply for this Job Click Here