The Product and Strategy Manager - Interactive Voice Response (IVR)/Telephony, is a cross-business/functional role for the production support of existing IVR platforms and introduction of new platforms for the contact center in which the Product and Strategy Manager develops an understanding of the client businesses and the applications/systems supporting the business as well as any of the technologies and platforms to be utilized.

In this role, you will improve and increase the success of Prudential’s Enabling Solutions business by working with both the businesses and the technical teams who are responsible for building the system that will support the contact center. In addition, you will be required to act as the 'enabling bridge' between the business and systems with the emphasis on representing the business need throughout.

Responsibilities include, but are not limited to:

• Engage with all stakeholders to determine, document, and validate business, functional, and system requirements using relevant and applicable techniques (e.g. user stories & acceptance criteria, process flows).




• Inform, support, and verify the call design processes.




• Define system interface requirements.




• Provide input to test plans for quality assurance (QA), user acceptance testing (UAT), and perform test execution.




• Provide on-going analysis and tuning support.




• Provide reporting and commentary of performance and system improvements.




• Support the configuration and maintenance of the system to maintain and enhance business value.

Qualifications:

• Experience in call routing setups including toll free numbers configurations, vector dialed numbers, vectors, and call flows




• Experience with setting up and integrating voice biometrics, virtual hold (callback technologies), call recording, and speech analytics




• Understanding of designing call flows in an IVR with/without natural language understanding, and familiar with IVR support, analysis, and troubleshooting




• Experience with cloud contact center set up and integration with other platforms such as computer telephony integration (CTI), salesforce etc.




• Comfortable in Agile/Scrum methodology




• Understanding of contact center technology infrastructure to be able to engage and communicate effectively with Developers and QA regarding requirements




• Bachelor’s degree or equivalent work experience

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

Please note that the above number and email are solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers@prudential.com to request assistance.