Area(s) of responsibility

Key Responsibilities

• Own program roadmap and delivery for IVR products across strategy, build, run, and continuous improvement.
• Translate business goals into product requirements, release plans, and prioritized backlogs in partnership with Product, Engineering, and Operations.
• Define program KPIs (containment, call deflection, CSAT, AHT impact, drop rate, completion rate) and drive performance improvements.
• Lead cross-functional engineering delivery (platform, telephony, integrations, data, QA, security) across multiple workstreams.

• Manage scope, schedule, dependencies, and delivery risks; ensure predictable release cadence and production stability.
• Drive engineering best practices (SDLC controls, automation, observability, incident prevention, resilience).

• Embed ITIL practices across Incident, Problem, Change, Release, and Knowledge Management for IVR services.
• Partner with Service Management teams to ensure strong operational readiness, runbooks, SLAs/SLOs, and continuous service improvement (CSI).
• Ensure change governance and release coordination meet audit and operational standards.

• Ensure IVR product changes adhere to application risk frameworks, control requirements, and regulatory/compliance expectations.

• Coordinate evidence collection for audits, risk assessments, vendor reviews, and control testing.
• Partner with InfoSec and Risk teams to address vulnerabilities, data handling, privacy, and access management.

• Champion customer-centric design: intuitive call flows, reduced friction, accessibility considerations, and consistent branding.
• Use analytics, VOC insights, and A/B testing to improve flow completion and reduce escalations to agents.
• Collaborate with UX, Content, and Contact Center SMEs to optimize prompts, tone, and intent routing.

• Produce clear executive-level updates: delivery status, key risks, impact assessments, and mitigation plans.
• Facilitate workshops, requirement sessions, and retrospectives; ensure decisions and action items are documented and tracked.

Required Skills & Experience

• Proven experience leading programs for IVR/contact center technologies (or similar customer interaction platforms).
• Strong background in Product Engineering delivery across SDLC, release management, and production support.
• Working knowledge and practical application of ITIL and ITSM processes (Incident/Problem/Change/Release).
• Demonstrated strength in stakeholder management, executive communication, and influencing without authority.
• Experience with application risk, controls, compliance, and audit readiness in regulated environments.
• Strong business leadership ability to connect delivery to outcomes and value realization.
• Strong user experience mindset; familiarity with customer journey optimization and experience metrics.
• Excellent written and verbal communication; ability to simplify complex technical topics for non-technical audiences.