MetLife

One who has 8+years of experience and extensive knowledge of IVR applications that support MetLife Global Customer Service and Operations, demonstrate experience with data analysis, project management, and stakeholder engagement. A product owner for IVR systems should have a good understanding of IVR features and domain, as well as strong knowledge of industry best practices. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line. Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows. 

·       Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies.

·       Responsible for documenting, reviewing and getting approval of the business requirements for each feature. Help derive the desired user experience to improve customer experience and operational efficiency.

·       Prepare requirement documents such as BRD, FRD, User Stories, Mapping Sheets etc.

·       Support UAT Testing by helping define the UAT test scenarios, review UAT test cases and support UAT testing team.

·       Providing systems training to Business and End User.

·       Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization.