Technical Product Owner - Twilio IVR & Reporting at Perficient

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 Technical Product Owner – Twilio IVR & Reporting 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:

We are seeking a Technical Product Owner with deep expertise in Twilio IVR and Twilio Flex Insights reporting to join our dynamic team. This role bridges business objectives and technical execution, ensuring that our Twilio-based contact center solutions deliver exceptional customer experiences and actionable insights. You will define product vision, translate requirements into user stories, and collaborate closely with engineering teams to deliver high-quality solutions.

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.

RESPONSIBILITIES

• Lead product vision and roadmap for Twilio IVR and reporting capabilities.
• Gather and refine requirements from stakeholders, ensuring alignment with business objectives.
• Write detailed user stories with clear acceptance criteria for Twilio IVR flows and reporting enhancements.
• Act as subject matter expert on Twilio Studio, TaskRouter, Flex, Functions, and Insights.
• Collaborate with developers, architects, and QA to ensure timely and accurate delivery.
• Analyze product metrics and define continuous improvement initiatives.
• Drive PI objectives and manage backlog prioritization in an Agile/Scrum environment.
• Conduct discovery sessions with stakeholders and manage expectations effectively.
• Advocate for data-driven decisions and leverage AI tools to enhance productivity and reporting accuracy.

QUALIFICATIONS

• 7+ years' experience as a Product Owner in Agile/Scrum environments.
• Strong knowledge of Twilio IVR and Twilio Flex Insights reporting.
• Experience creating and managing reporting requirements, including database queries.
• Proven ability to write high-quality user stories and define acceptance criteria.
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support data-informed task execution.
• Familiarity with AI-enhanced platforms for workflow optimization
• A solid understanding of AI capabilities and limitations including ethical considerations is expected.
• Excellent communication and stakeholder management skills.
• Familiarity with AI tools and platforms for workflow optimization.
• Solid understanding of contact center functionalities and reporting KPIs.
• Bachelor's degree in computer science, MIS, or related field.

Nice-to-Haves

• Certified Scrum Product Owner (CSPO) or Professional Scrum Product Owner (PSPO).
• Experience in healthcare or regulated industries.
• Hands-on experience with Twilio Studio, TaskRouter, Flex, and Functions.
• Exposure to AWS services and modern web technologies (React, Node.js, TypeScript).
• Consulting or client-facing experience.

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

Applications will be accepted until the position is filled or the posting is removed.

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $64,974 to $149,880. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

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ABOUT US

Perficient is the 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.