We are seeking an experienced and forward-thinking Product Owner to lead voice engagement strategies for our customer-facing teams in the mortgage lending and servicing industry. This role is crucial in driving innovation in cloud-based telephony, IVR, and AI-driven customer interaction technologies. The ideal candidate will have a strong background in voice solutions, customer verification, and natural language processing, with a passion for pushing the limits of what these technologies can achieve. As a Product Owner, you will define, develop, and communicate a bold vision and strategy for voice engagement platforms, including Avaya, 5 9, and Genesys, that align with customer service goals and overall business objectives. You will stay at the forefront of cloud-based voice technology, exploring cutting-edge applications in IVR, virtual assistant AI, customer verification, and natural language processing. Your leadership will drive innovation efforts, pushing the boundaries of what voice technologies can accomplish to enhance customer experiences and improve operational efficiency. In this role, you will oversee the development of advanced, data-driven call routing schemes that optimize customer interaction and service efficiency. You will drive the creation and implementation of sophisticated call routing strategies, leveraging AI and data analytics to ensure customers are connected with the right resources quickly and effectively. Continuous monitoring and refinement of routing and engagement processes based on performance metrics and customer feedback will be essential. You will lead the design, implementation, and optimization of Interactive Voice Response (IVR) systems and AI-driven virtual assistants to enhance customer self-service options and improve overall customer satisfaction. Collaboration with cross-functional teams, including IT, customer service, and AI development, will be necessary to create seamless and intelligent customer verification processes. Ensuring that voice technologies incorporate natural language processing (NLP) to create intuitive and efficient customer interactions will be a key focus. Additionally, you will oversee the full product lifecycle from concept through deployment, ensuring that all voice engagement solutions meet business requirements and exceed customer expectations. You will accept and deploy products by collaborating with customer-facing teams, ensuring smooth transitions and full adoption across the organization. Working closely with engineering and operations teams will be vital to ensure successful implementation and ongoing optimization of voice technologies. As the primary point of contact for voice engagement products, you will coordinate with various teams, including customer support, IT, and data analytics, to ensure alignment on product goals and strategies. Regular updates to leadership and key stakeholders on product progress, challenges, and opportunities will be part of your responsibilities. Fostering a culture of continuous improvement, leveraging customer feedback and performance data to drive ongoing enhancements, will be essential to your success in this role.