Product Owner IVR:• Serve as Product Owner for IVR Applications that supports MetLife Global Customer Service and Operations• Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies• Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward• Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR • Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend and ensure the delivery of solutions and enhancements Support UAT Testing by helping define UAT test scenarios, review UAT test cases and support UAT testing team• Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization
From:
Abhishek Singh,
KK Associates
abhishek@kksoftwareassociates.com
Reply to: abhishek@kksoftwareassociates.com