Visa is looking to optimize its IVR and omnichannel strategy for DPS products to enhance cardholder experiences and ensure efficient call routing.
Requirements
- Hands‑on experience with IVR systems in on‑premises and cloud environments, familiarity with contact center technologies and routing strategies.
- Experience designing, implementing, or managing SDKs for mobile or web applications, ideally in payments, financial services, or engagement platforms.
- Familiarity with API integration, digital channel optimization, and cross‑platform product development, ability to translate customer needs into SDK feature requirements.
- Experience collaborating with engineering and UX to launch SDK‑enabled features, strong documentation and governance habits.
- Understanding of digital security and compliance (e.g., PCI DSS, secure messaging, data privacy) and best practices for SDK deployment.
- Experience with Agile methodologies, ability to prioritize, manage, and deliver multiple projects against aggressive schedules.
- Voice of Customer (VoC) capabilities and analytical problem‑solving to synthesize and communicate complex information effectively.
Responsibilities
- Serve as the functional expert for cardholder voice experiences in on-premises and cloud IVR environment, defining business requirements, optimizing call routing, and connecting voice with SMS, live chat, email, and live-agent channels.
- Drive the integration and optimization of mobile and web SDKs to enhance cardholder and client experiences.
- Collaborate with engineering and UX to define requirements for SDK-based solutions, ensuring seamless connectivity between voice, digital, and self-service channels.
- Evaluate SDK capabilities, supporting API integrations, and championing digital-first strategies across Visa's product suite.
- Craft precise business requirements and acceptance criteria for product development and enhancements, grounded in customer insights and compliance needs.
- Develop and maintain the IVR product roadmap aligned to business outcomes, prioritize features using data and clear trade-off frameworks.
- Become a subject-matter expert on Visa's IVR platforms (on-prem and cloud), call flows, CTI and SIP, call steering, DTMF, ASR, NLU, NLP, and agent routing strategies.
Other
- This is a hybrid role requiring regular in-office work.
- Ability to work flexible hours across global time zones, occasional travel (less than 10%).
- Proven cross‑functional influence, strong written and verbal communication with diverse stakeholders.
- Ability to set vision and strategy, define success metrics, and make decisions that drive product growth and operational outcomes.
- Sponsorship - we are not offering sponsorship for this role (including OPT, CPT, H1B) - USA work authorization will be required.
