Consultant
Primary SkillsJob Title: Technical Product Owner – Twilio & IVR Solutions
Location: Remote
Job Type: Contract
About the Role:
· We are seeking a highly skilled and motivated Technical Product Owner with hands-on experience in Twilio, IVR systems, and Twilio Insights. The ideal candidate will play a pivotal role in driving the development and optimization of our customer communication platforms, ensuring seamless integration and performance across voice and messaging channels.
Key Responsibilities:
Product Ownership & Strategy
· Define and own the product roadmap for Twilio-based communication solutions.
· Translate business requirements into technical specifications and user stories.
· Prioritize backlog items based on business value, technical feasibility, and stakeholder input.
Twilio & IVR Expertise
· Lead the design, implementation, and optimization of IVR flows using Twilio Studio or custom APIs.
· Utilize Twilio Insights to monitor, analyze, and improve call quality and customer experience.
· Collaborate with engineering teams to integrate Twilio services (Voice, Messaging, SIP, etc.) into existing platforms.
Stakeholder Management
· Act as the primary liaison between technical teams, business units, and external vendors.
· Facilitate cross-functional communication and ensure alignment on goals and deliverables.
· Manage challenging stakeholders with diplomacy and assertiveness, ensuring transparency and trust.
Communication & Documentation
· Clearly articulate product vision, technical requirements, and project updates to diverse audiences.
· Maintain comprehensive documentation for IVR flows, Twilio configurations, and product features.
Required Qualifications:
· Proven experience as a Technical Product Owner or similar role in a SaaS or telecom environment.
· Strong hands-on experience with Twilio APIs, Twilio Studio, and Twilio Insights.
· Deep understanding of IVR systems, call routing, and customer engagement workflows.
· Excellent communication, presentation, and stakeholder management skills.
· Ability to work in a fast-paced, agile environment and manage multiple priorities.
Preferred Qualifications:
· Experience with Agile/Scrum methodologies and tools like Jira, Confluence, etc.
· Familiarity with telecom protocols (SIP, WebRTC) and cloud platforms (AWS, Azure).
· Technical background in software development or systems integration is a plus.
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