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.
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 which interactions today are manually handled but could be autonomously resolved (e.g., e-file status inquiries, account inquiries, billing questions, password resets). Collaborate with Genesys partners and our internal platform team to validate technical feasibility, design intuitive voice interactions, and scale proven pilots into production.
- Drive Adoption & Measure Impact: Establish baseline metrics across voice channels (contact volume, containment rates, customer satisfaction, agent workload) and create dashboards that track progress toward deflection targets. Work with operations leadership to embed voice automation into contact center strategy. Identify adoption barriers—voice design issues, customer resistance, and agent confidence gaps.
- Collaborate Across Functions: Partner with engineering teams to define technical requirements, validate architectural decisions, and manage delivery timelines. Work with cross functional teams to understand customer needs, gather feedback from frontline agents, and translate insights into product requirements. Engage with security, compliance, and data teams to ensure voice interactions meet regulatory standards and data privacy requirements.
- Establish Product Quality & Voice Design Standards: Define quality standards for voice interactions (accuracy, naturalness, handling of edge cases, escalation paths). Participate in user testing to validate that autonomous agents are meeting customer expectations and that failover to human agents is seamless. Create voice design guidelines that ensure consistency across use cases while allowing for domain-specific optimization.
- Communicate Roadmap & Vision: Tell the story of why voice automation matters for Thomson Reuters' customer experience and operational efficiency. Present progress, learnings, and strategic recommendations to leadership and cross-functional stakeholders. Build excitement and alignment across the organization around the vision for autonomous customer service.
You're a fit for the role of IVR Voicebot Product Manager if you have the following required qualifications:
- 3+ years of product management experience, ideally in SaaS, contact center technology, customer service platforms, or AI-enabled products.
- Demonstrated experience managing voice or conversational AI products (IVR, voice bots, virtual agents, speech recognition, or conversational NLU). This is a core requirement—you should be able to speak intelligently about voice design, Genesys or Avaya platforms, or chatbot/voice-based applications.
- Strategic mindset with hands-on execution capability: Ability to develop multi-year roadmaps while shipping incremental value quarterly. Comfort moving between strategic planning and tactical problem-solving without losing sight of either.
- Strong cross-functional collaboration skills with the ability to align engineering, operations, customer success, and leadership teams around a shared vision. Experience navigating complex organizational stakeholder dynamics.
- Data-driven decision making: Ability to define success metrics, interpret analytics, and use data to inform roadmap decisions. Experience with contact center analytics, deflection/containment metrics, or customer experience measurement is valuable.
- Excellent communication and storytelling: Ability to articulate product vision to technical teams, non-technical stakeholders, and executives. Skilled at translating complex technical concepts (voice recognition, NLU, agent orchestration) into clear, compelling narratives.
- Additional preferred qualifications include:
- Experience with Genesys Cloud, Genesys Engage, or competing contact center platforms and understanding of how voice, chat, email, and callback channels integrate.
- Background in customer service or contact center operations, including hands-on understanding of agent workflows, customer experience challenges, and operational metrics.
- Experience with B2B SaaS or complex product ecosystems where multiple product lines need coordination and aligned strategy.
- Familiarity with AI/ML capabilities and limitations, including LLM capabilities, NLU accuracy, and how to design human-in-the-loop workflows where AI augments rather than replaces human judgment.
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What’s in it For You?
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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