Product Owner Voice Journeys | IVR & Call Routing

Project overview

Team Mission:

Within a large European banking group, the team is responsible for the design, evolution, and deployment of inbound customer phone journeys.

The objective is to ensure efficient call routing to the right contacts, reduce waiting times, and guarantee the quality of voice journeys.

The mission is part of a customer relationship transformation program, including a reorganization of services, the progressive deployment of new journeys, and the evolution of voice automation solutions.

The Product Owner is involved in the entire lifecycle of the journeys, from gathering business needs to their validation and production operation.

Gather, analyze, and challenge business needs to transform them into functional specifications usable by IT teams.

Design and evolve inbound phone journeys: interactive voice response (IVR) systems, routing rules based on customer types, management of schedules, queues, and welcome messages.

Evaluate the business value, customer impact, and relevance of proposed solutions in collaboration with technical teams.

Structure and ensure the reliability of the business request processing.

Build, maintain, and prioritize the Product Backlog, formalize user stories, and define acceptance criteria.

Estimate the effort required for evolutions, anticipate capacity constraints, and coordinate contributions from different teams.

Monitor requests, dependencies, and pending tickets, ensuring their progress and adherence to commitments.

Build test scenarios, perform functional tests, track anomalies, and validate journeys before going live.

Coordinate deployments and migrations of call flows to customer service, in liaison with business and IT teams.

Participate in go-lives, validate acceptance reports, and ensure post-production monitoring until journey stabilization.

Occasional evening and weekend work is expected during go-lives, with a reinforced monitoring phase the following week.

Ensure daily collaboration with business referents, IT teams, project contributors, and product managers in an international environment.

Guarantee the quality of deliverables, adherence to deadlines, and proper consideration of user feedback.

Contribute to anticipating voice journey evolutions, particularly the progressive integration of new automated voicebot solutions.

Participate in the continuous improvement of journeys and monitor performance indicators: routing quality, delivery times, production anomalies, project loads, backlog, and business satisfaction.

Services Requested

The mission primarily focuses on the design and functional management of voice journeys, backlog management, acceptance testing, and deployment coordination.

The main services expected are:

Activity Sector: Banking, customer relations, and telephone journeys.

Schedule: from 01/04/2027 to 30/06/2027, renewable.

Profile Sought

Years of Experience: 3 to 6 years as an indication, with confirmed experience in Agile project management, ideally around 5 years and acquired over several experiences.

Expertise: Product Ownership, voice journeys, IVR, call routing, backlog management, business prioritization, effort estimation, functional acceptance, business and IT coordination, deployment, and production monitoring.

Required Skills:

Sectors: Banking, customer relations services, or contact centers, ideally.

Roles: Product Owner, Proxy Product Owner, Functional Project Manager, Business Analyst specialized in voice journeys.

Functional Scope: Inbound phone journeys, IVR, routing based on customer types, queue and waiting time management, voice messages, call migration, acceptance testing, and go-live.

Regulations: /

Solution / Tool:

Expected Qualities: Rigor, organizational skills, active listening, analytical skills, decision-making, assertiveness, service orientation, and ability to challenge business needs.

Work Mode: Hybrid, 2 to 3 days of remote work per week.

• Gathering Needs and Designing Voice Journeys
• Backlog Management, Prioritization, and Capacity Planning
• Functional Acceptance, Deployment, and Production Monitoring
• Transverse Coordination and Voice Journey Evolution
• Formalization of needs expressions, user stories, and acceptance criteria.
• Prioritization of requests, effort estimation, and capacity monitoring.
• Design of IVR journeys, routing rules, and call routing scenarios.
• Preparation and execution of functional acceptance tests, anomaly tracking, and go-live validation.
• Coordination of deployments, post-production monitoring, and updating functional documentation.
• Monitoring of quality indicators, delivery commitments, and business feedback.
• IVR and call routing solutions.
• Backlog management tools, ticket tracking, and collaborative documentation.
• Agile methodologies, user stories, and acceptance criteria.
• Functional acceptance testing and anomaly tracking.
• Automated voice solutions like voicebots, for future evolutions.

Project details

Eastern Paris.

English: Professional required, high level of proficiency expected.

• Start: 03/01/2027
• Duration: 6 mois renouvelable
• Remote: hybrid
• Location: Île-de-France, France, FR
• Rate: 68-68 EUR/h
• Languages: French