Gifthealth

Compensation

Full Description

Description About Us At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. Position Summary The Product Owner – Call Center & AI will play a critical role in designing, building, and scaling technology solutions that power our contact center and AI-driven patient experiences. This role sits at the intersection of product, engineering, operations, and AI, translating real-world call center needs into scalable, high-impact technical solutions. This individual will focus on improving automation, efficiency, and patient experience across voice AI, chat, IVR, CRM, and analytics platforms while ensuring solutions are reliable, compliant, and measurable. Key Responsibilities Product & Engineering Execution • Design, build, and iterate on AI-powered call center solutions, including voice bots, chatbots, IVR flows, and automated workflows • Translate operational and business requirements into technical product solutions • Own technical implementation from concept, build, launch, iteration • Partner closely with Product Managers, Operations, AI teams, and Engineering AI & Automation • Improve AI containment, accuracy, and escalation logic for voice and chat • Implement monitoring, QA feedback loops, and iteration frameworks for AI performance • Work with AI/ML teams to enhance NLP, routing logic, and self-service outcomes • Ensure AI solutions reduce agent workload while maintaining high CSAT and compliance Call Center Systems • Build and maintain integrations across: • Telephony platforms (e.g., Five9, IVR systems) • CRM/Ticketing (Zendesk) • Analytics tools (e.g., CallMiner, reporting dashboards) • Automate back-office workflows (notes, forms, follow-ups, escalations) • Optimize routing, queue logic, and agent tooling for efficiency and scale Data & Performance • Define and track KPIs related to AI performance, call containment, handle time, and escalation rates • Use data to inform product decisions and prioritize improvements • Support experimentation and A/B testing of call flows and automation strategies Collaboration & Strategy • Act as a technical thought partner for leadership on call center and AI strategy • Work cross-functionally with Operations, Clinical, Compliance, and CX teams • Help define the long-term roadmap for call center technology and AI innovation Qualifications • 5+ years of experience in product engineering, software engineering, or technical product roles • Experience building or supporting call center technologies (telephony, IVR, CRM) • Strong understanding of AI-driven products (voice AI, chatbots, NLP, automation) • Experience integrating APIs and third-party platforms • Ability to translate business problems into technical solutions • Strong analytical and problem-solving skills Preferred Skills • Experience with healthcare, pharmacy, or regulated environments • Familiarity with Zendesk, Five9, CallMiner, or similar platforms • Experience working in high-growth or scaling environments • Exposure to QA frameworks for AI or conversational systems Work Environment • Location: Remote - occasional travel required • Schedule: Full-time • May require additional availability or flexibility for escalations. • Regular meetings with your team, department, or leadership to ensure alignment. Key Essential Functions • Must be able to sit and/or work at a computer for extended periods of time. • Must be able to use standard computer equipment, including a keyboard, mouse, and monitor, for prolonged periods. • Must be able to perform repetitive motions throughout the workday, including typing, reading, and reviewing code and technical documentation. • Must be able to communicate effectively with team members and stakeholders via written communication, video conferencing, and in-person meetings. • Must be able to participate in meetings, planning sessions, and collaborative work activities during standard business hours. Employment Classification Status: Full-time FLSA: Exempt Equal Employment Opportunity (EEO) Statement Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply! Disclaimer This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.