Product Owner - Next Generation Contact Center

Job Classification :

Technology - Project Mgmt / Business Analysis

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career all while growing your skills and advancing your profession at one of the world’s leading financial services institutions!

As a Manager, Product Owner - Next Generation Contact Center you will develop and drive the product vision and strategy, providing constant feedback to the team and helping to set and drive toward the vision.

This is a multi-faceted role with responsibility for defining the strategy and roadmap for a product or suite of related products collaborating with business functions, service teams, UX and technology teams (as applicable), to identify business value and define solutions that deliver on the product strategy.

The product owner will lead discussions and decisions around options e.g. buy vs build vs partner, build product teams to support the execution and has sole responsibility for the product backlog.

Level details : Solves complex problems that have a moderate impact on the product journey; Provides leadership through to agile team with low risk and moderate complexity;

May be regarded as a business or technical expert in their particular field; May have managerial accountability.

The current EWA for this position can be Hybrid preferably in our Newark, NJ or Fort Washington, PA offices or Fully Virtual.

While a Virtual position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office

Your Impact :

Partner with assigned business areas to gain understanding of their processes, plans, and how technology solutions are utilized to support users

Create and maintain an ongoing product roadmap by working with business areas to identify, sequence, and prioritize enhancement requests

Ensure alignment of product features and stories, i.e., review, give feedback, and prioritize user stories in line with own vision

Partners with Chief Product Owner and business leaders to ensure the product backlog is prioritized and aligns with the strategic objectives of the organization

Coordinate, plan and lead UAT sessions for business stakeholders

Manage sprint and release plans together with the Scrum Master and organizational technology teams

What you’ll need :

Ten years of work experience including 5+ years' telephony and contact center experience in financial services, insurance and other highly regulated industry

Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles.

Ability to work with cross-functional and onshore / offshore team members at various levels in the organization

Belief in a non-hierarchal structure of collaboration, transparency and trust

Experience with raising issues up / down the organization and resolution handling

Experience with agile development methodologies

Excellent verbal and written communication skills, experience working in synchronous and asynchronous environments

Strong conflict resolution, negotiation, and collaboration skills

Understanding of contact center technology infrastructure to be able to engage and communicate effectively with Developers and QA regarding requirements

It’d be a plus if you had :

Experience in Genesys on-prem / cloud implementation, call routing setups including toll free numbers configurations, vector dialed numbers, vectors, and call flows

Experience with setting up and integrating voice biometrics, virtual hold (callback technologies), call recording, and speech analytics

Understanding of designing call flows in an IVR with / without natural language understanding, and familiar with IVR support, analysis, and troubleshooting

Experience with cloud contact center set up and integration with other platforms such as computer telephony integration (CTI), salesforce etc.

Prudential supports all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

At Prudential, you can :

We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities.

We offer a suite of services including 1 : 1 Career advice, on demand resources and networking to propel your career forward.

We’re a global organization, full of outstandingly dedicated people who aren’t afraid to think differently, challenge the status quo and take sensible risks along the way.

You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives.

You will have access to leadership and learning opportunities and the resources needed to take your career in any direction.

We will help you do your best work, offering flexibility, while delivering on our Purpose.

What we offer you :

Market competitive base salaries, with a yearly bonus potential at every level

Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave

Retirement plans :

401(k) plan with company match (up to 4%)

Company-funded pension plan

Wellness Programs to help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs

Work / Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.

Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.

Employee Stock Purchase Plan : Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.