IVR Voicebot Product Manager -- Agent Experience
Are you ready to lead the next generation of AI-powered customer service? Do you have a passion for automating complex voice interactions, reducing contact volume, and fundamentally transforming how businesses handle customer inquiries? If you thrive at the intersection of AI, product strategy, and operational excellence, we want you on our team.
In the Agent Experience (AX) space at Thomson Reuters, we're building autonomous virtual agents that can handle complex, multi-step customer interactions—entirely through voice. We need a product manager to scale this capability across our entire product portfolio, building a unified roadmap that defines how customers interact with us through voice channels—fully autonomous, increasingly intelligent, and measurably efficient.
You will own the end-to-end execution of AI-powered containment and deflection in the voice channel. This means defining which customer interactions are candidates for autonomous resolution,
designing agent-first workflows that extend containment without frustrating customers, and partnering with engineering, operations, and customer success to measure impact and iterate.
About the Role
In this opportunity as an IVR Voicebot Product Manager, you will:
Define & Execute a Voice Virtual Agent Channel Roadmap: Develop a multi-year product strategy that identifies high-impact, high-volume use cases suitable for autonomous voice resolution. Build a roadmap that prioritizes based on customer impact, operational efficiency, and technical feasibility. Own the definition of success metrics (deflection rate, automation completeness, first-contact resolution, customer satisfaction) and ensure every release demonstrates incremental progress toward strategic goals.
Lead Genesys Virtual Agent Use Case Development: Evaluate, prioritize, and shepherd new virtual agent use cases from concept through production. Work closely with product teams and operations to identify wh
📌 Product Manager (Ciudad de México)
🏢 Thomson Reuters
📍 Ciudad de México
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.