Digital Product Owner

Job Title: Digital Product Owner
Location: Vienna, VA or Pensacola, FL
Hybrid: onsite 2-3 days a week
Pay Rate: Open to Both W2 and 1099
Position Type: Multiyear Contract

We are seeking a Digital Product Owner with 8-10 years of professional experience with hands on experience with Azure Bot Framework. Candidates must have experience within the financial services industry.

Description:
Seeking results-oriented Agile Digital Product Owner to manage a product backlog and deliver self-service and/or personalized member experiences in the voice channel, with a focus on self-service via Natural Language Processing and conversational design.

Ideal candidates have experience leveraging Natural Language Processing / chatbot solutions in the voice channel to drive efficiencies and streamline experiences. A proven track-record working with internal stakeholders, development teams, and user experience designers in an agile / scrum environment is also desired.

Key Responsibilities:
User Experience Ownership:
• Collaborate with enterprise users and stakeholders of the system to collect/define requirements and understand potential impacts to overall chatbot design and end-to-end voice channel experience
• Take end-to-end ownership of features to deliver incremental value and meet “Definition of Ready” for planning events and portfolio reviews
• Create, maintain, and prioritize the product backlog items (PBIs) in Azure DevOps for assigned features with input from leadership and Agile team members
• Ensure Acceptance Criteria support functional test script creation and adequate testing of assigned features
• Review experience documentation with designers/developers to ensure intended design aligns with original vision and meets stakeholder business needs
• Conduct independent user acceptance testing of experience PBIs / user stories supporting assigned features
Stakeholder and Agile Team Engagement
• Drive agile team members, stakeholders, and outside development teams to meet established deadlines
• Ensure development/vendor team prioritizes tasks based on stakeholder needs
• Communicate timelines with stakeholders and account for business needs (training material, change management, etc.), to include progress throughout the development process
• Communicate / escalate obstacles and risks to program leadership, as appropriate
• Conduct live and/or recorded demonstrations of final experiences with stakeholders
Qualifications:
• Proven experience as a Product Owner in Agile environments, preferably within financial services industry
• Demonstrated understanding of IVR systems and chatbot / AI technologies, to include natural language processing and conversational designs
• Hands-on experience with Microsoft Azure Bot Framework
• Proficiency in managing backlogs and kanban boards using Azure DevOps.
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally with technical teams, business units, and third-party vendors.

Areas of Expertise:
1. Expertise in voice technologies (e.g., IVR systems, speech recognition, voice assistants, and AI-driven voice solutions)
2. Experience with call center platforms and voice channel optimization tools
3. Strong understanding of customer experience (CX) principles and strategies for voice interactions
4. Strong communication skills, with the ability to articulate technical concepts to non-technical stakeholders

#M2
#LI-
#DI-CB2

Ref: #850-Rockville (ALTA IT)

System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.