Product Owner with Voice Twilio/Contact Center experience

Perficient is a global AI-first consultancy. Our team of strategists, designers, technologists, and engineers partners with the world’s most innovative enterprises and admired brands to deliver real business results through the transformative power of AI. As part of our AI-First strategy, we empower every employee to build AI fluency and actively engage with AI tools to drive innovation and efficiency. We break boundaries, obsess over outcomes, and shape the future for our clients. Join a company where bold ideas and brilliant minds converge to redefine what’s possible - while building a career filled with growth, balance, and purpose.

Perficient has a career opportunity for a Product Owner with Voice Twilio/Contact Center experience to join our Product Development Consulting Business Unit located in the United States. This role is primarily office-based at a local Perficient location, with travel and on-site client engagements expected as needed.

Job Overview:

The Product Owner will have complete responsibility for the day-to-day management of the engagement, including all aspects related to managing a development team, resulting in a successful delivery and a satisfied, reference-able client. 

The Product Owner role will focus on leading client interactions with Product Managers and business stakeholders, understanding both client business requirements as well as end-user functional requirements, and may manage multiple product owners that have delivery targeted towards a single product or solution. In situations where a Product Owner is supporting multiple delivery streams, that person has sole responsibility and ownership of the product in its entirety.

About Us:

Our Product Development team drives innovation by building digital solutions through a full end-to-end development process. Utilizing modern platforms like Azure, AWS, and Google Cloud Platform, we create customer-focused products, internal workflow tools, and mobile apps that elevate business operations across industries. With a clear focus on results and growth, our team is committed to doubling our global presence while delivering meaningful outcomes for renowned clients. We also embed AI into our solutions to enable smarter features, automate complex workflows, and deliver intuitive, data-driven user experiences. 

Perficient is always looking for the best and brightest talent and we need you! We’re a quickly growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

• Lead product vision and strategy for your product team.
• Engage with stakeholders, clients, and product managers in scope definition and requirements refinement
• Write robust user stories that show your understanding of the product, the technical limitations, personas and acceptance criteria..
• Develop deep knowledge of users, formulating hypotheses & advocating product direction and roadmap.
• Act as the subject matter expert for your product; including awareness of the related technology stack and how the market and our customers use and extract business value from your product(s).
• Define product roadmaps and drive Planning Increment objectives.
• Assess risks and benefits of product enhancements and gain alignment with stakeholders, clients, and product managers.
• Analyze product metrics and define continuous improvement initiatives to increase the Product’s business value.
• Introduce new approaches and tool sets that will allow the product development team to better understand the solution criteria and requirements.

• 7+ years of working experience as a Product Owner who is used to working in a high performing Scrum environment. 
• 2+ years of consulting industry experience, with strong relationship management, and account management experience.
• Strong experience with Twilio and chatbot contact centers, preferably with background in service with IVR.
• Understanding of end-to-end contact center functionalities
• Exposure to Twilio IVR and Insights reporting will be a bonus
• Good communication skills with ability to independently lead large scale discovery sessions with challenging and difficult stakeholders
• Understanding and documenting business needs and converting them into consumable US with clearly articulated acceptance criteria’s  
• Task ownership and Accountability of product processes and deliverables
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support data-informed task execution. 
• Familiarity with AI-enhanced platforms is a plus. 
• A solid understandin