Product Owner (755048)

•Define and prioritize product features based on CenturyLink and Quantum Fiber customer needs and market trends.

•Responsible for managing code deployments, maintaining release schedules for both standalone and integrated releases, and coordinating with DevOps teams to ensure efficient CI/CD pipelines.

•Conduct Program Increment (PI) planning meetings, balance resources, and maintain a risk register with identified risks and corresponding mitigation plans.

•Facilitate daily stand-up meetings, conduct backlog refinement sessions, and lead sprint retrospectives.

•Gather detailed requirements, define user stories, and establish clear acceptance criteria

•Maintain Jira boards, managing tasks and user stories to ensure smooth project flow and improve chatbot containment

•Lead the enhancement of consumer-facing Centurylink online chatbot utilizing IBM Watson chatbot functionality

•Lead the product development and enhancement of consumer-facing Quantum Fiber online chatbot utilizing Salesforce Einstein functionality to achieve the organization's vision and mission

•Lead the build of consumer-facing Quantum Fiber mobile chatbot utilizing Salesforce Einstein functionality within iOS and Android environments

•Implement and manage SMS-based customer interaction strategies, utilizing Mogli SMS platform and Salesforce agent console

•Utilize Google Gemini Generative AI to improve chatbot capabilities, delivering customized responses for troubleshooting and early-life questions

•Utilize Google Gemini Generative AI and (Large Language Modeles)LLMs for building and supporting agent summaries leading to reduce AHT(Average Handle Time)

•Implement and manage SMS-based customer interaction strategies to reduce call volume to customer support teams

•Collaborate with the API management team to obtain and test production APIs and OAuth tokens, ensuring seamless integrations

•Gather detailed requirements, define user stories, and establish clear acceptance criteria to guide development teams, with a focus on increasing Quantum Fiber care NPS

•Lead the migration from Standard Einstein bots to Messaging for In App and Web(MIAW) and Enhanced Sales force bots

•Leverage Sales Force Agent force to enhance product management by automating repetitive tasks, improving customer service, and integrating real-time data for more informed decision-making

•Collaborate and manage third-party developers and contractors to effectively deliver products that meet Lumen standards and timelines

•Assist with post-launch activities for SMS and Generative AI functionalities by monitoring the hypercare page, triaging issues, creating bug stories, and supporting the development team in resolving them

*This position is eligible to telecommute fulltime from anywhere in the United States.

Experience must include demonstrated working knowledge of: managing consumer-facing digital channels for telecom products; SAFe Agile methodologies; Salesforce messaging for In App and Web(MIAW); enhanced Salesforce bots and Salesforce Agent Force; SMS functionalities; JIRA; MIRO; IBM Watson Chatbot; Einstein Chatbot; and Google Gemini Generative AI.

Master’s degree in Computer Science, Business, Data Analytics or related + 1 year of experience as Product Manager, Product Owner, or related. Alternatively, a Bachelor’s degree in Computer Science, Business, Data Analytics or related + 3 years of experience as a Product Manager, Product Owner, or related. A foreign academic equivalent is acceptable.

Please copy and paste your resume in the email body (do not send attachments, we cannot open them) and email it to candidates at placementservicesusa.com with reference #755048 in the subject line.

Thank you.