Contact Center / Telephony Product Owner
Diverse Lynx · Posted Nov 13, 2026
- Austin, Texas, United States
- Hybrid
- Contract
- $50–$55 per hour
Product Owner with domain expertise in Contact Center / Telephony systems, bridging business needs with technical execution for AI-driven solutions and platform enhancements.
Compensation
Pay Rate: $50 - $55 Per Hour
Responsibilities
- Partner with business stakeholders, product owners, contact-center operations, SMEs, architects, developers, and QA teams to identify and document business and functional requirements.
- Lead discovery and requirements analysis for IVR, contact-center, and customer/member servicing initiatives.
- Analyze existing and future-state IVR menus, call flows, routing rules, queue selection, transfers, fallback scenarios, escalation paths, and agent handoffs.
- Translate business requirements and customer journeys into epics, features, user stories, acceptance criteria, process flows, functional specifications, and test scenarios.
- Create and maintain product backlogs, supporting backlog prioritization, refinement, sprint planning, demos, release planning, and stakeholder sign-off.
Requirements
- Nice to have: Experience working with AI-driven or automation platforms
- Nice to have: Familiarity with cloud-native architectures
- Nice to have: Previous experience in a technical Product Owner role