Senior Product Owner, Conversational AI
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Job Description
Senior Product Owner responsible for leading AI-based contact center solutions from concept to operation. Manage an interdisciplinary team to enhance phone customer service leveraging technology.
Responsibilities:
- Full ownership of the solution from concept through to operation.
- Lead an interdisciplinary team and act as the bridge between the business and IT.
- Design the solution and drive automation in telephone-based customer service.
- Translate requirements into clear user stories for voice and chatbots and own the backlog.
- Manage implementation end-to-end, with full accountability for project objectives, budget and the leadership of an interdisciplinary agile team.
- Bring telephony, CRM and bots together with IT into a unified platform and design their interaction.
- Keep an eye on the market, take responsibility for decisions on adopting new technologies, and ensure quality and efficiency in the customer channel.
Requirements:
- Several years of experience as a Product Owner / Product Manager at the interface of business and IT in the field of Voice or Conversational AI.
- Hands-on experience taking voicebots, voice dialog systems or contact center automation into production.
- Experience with platforms such as Cognigy, Genesys, Five9 or Google CCAI.
- Practical experience in telephone customer service with accountable responsibility.
- Agile working using user stories; certifications such as Scrum, PRINCE2 or PMP are a plus.
- Business-fluent German (at least C1).
Benefits:
- A platform you will shape, not an existing system you merely maintain.
- Responsibility in building the function, with your own team, budget and a direct line to the Head of Customer Service.
- A high-profile role that connects service, product and AI and positions you for the next leadership step.
- An attractive compensation package commensurate with responsibility.
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