Experience Inc. Jobs

Description We are inviting applications for the role of a Product Manager in the fast-paced mortgage lending and servicing industry. This role is stationed in Plano, Texas, and offers a contract to permanent employment opportunity. The ideal candidate will have the opportunity to lead voice engagement strategies for customer-facing teams, with a focus on driving innovation in cloud-based telephony, Interactive Voice Response (IVR), and AI-driven customer interaction technologies.

Responsibilities:

• Develop and communicate a bold vision and strategy for voice engagement platforms, including Avaya, 5 9, and Genesys, to align with customer service goals and overall business objectives.

• Explore cutting-edge applications in IVR, virtual assistant AI, customer verification, and natural language processing to stay at the forefront of cloud-based voice technology.

• Lead the design, implementation, and optimization of Interactive Voice Response (IVR) systems and AI-driven virtual assistants to enhance customer self-service options and improve overall customer satisfaction.

• Collaborate with cross-functional teams to create seamless and intelligent customer verification processes.

• Drive innovation efforts, pushing the limits of what voice technologies can achieve to enhance customer experiences and improve operational efficiency.

• Oversee the development of advanced, data-driven call routing schemes to optimize customer interaction and service efficiency.

• Drive the creation and implementation of sophisticated call routing strategies, leveraging AI and data analytics to ensure customers are connected with the right resources quickly and effectively.

• Continuously monitor and refine routing and engagement processes based on performance metrics and customer feedback.

• Ensure that voice technologies incorporate natural language processing (NLP) to create intuitive and efficient customer interactions.

• Stay updated with the latest advancements in cloud technologies, Agile Scrum, and Telephony Systems. Requirements • Demonstrable experience in a Product Manager role or similar

• Proficiency in Cloud Technologies

• Experience with Agile Scrum methodologies

• Knowledge of Telephony Systems

• Excellent communication and presentation skills

• Strong decision-making and leadership abilities

• Ability to work collaboratively with cross-functional teams

• Strong problem-solving skills and ability to think strategically

• Bachelor’s degree in Business Administration, Marketing, or a related field

• Familiarity with market research, data analysis, and forecasting techniques

• Proven ability to develop product strategies and effectively communicate recommendations to executive management. Technology Doesn't Change the World, People Do.®

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