Queue/routing rules jobs

Contact Center / Telephony Product Owner

Diverse Lynx · Posted Nov 13, 2026

Austin, Texas, United States
Hybrid
Contract
$50–$55 per hour

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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

Skills

Genesys Cloud