Senior Product Owner - Voice/IVR Channel

Job Location

Virtual / Downtown Toronto (MaRS Phase 2)

Published By


Type of Job

Full Time

Published Date

About conversationHEALTH

We are a fast-growing conversational AI company that specialized in the development of chatbots for the Life Sciences industry. We are based out of MaRS in Toronto and our SaaS product and consulting services are helping healthcare focused companies re-imagine how they engage HCPs, patients and consumers. conversationHEALTH was built to increase engagement, education and support of healthcare stakeholders, especially those critical to successful health outcomes. Our customers are all top-tier pharmaceutical and biotech companies, and our work is both brand, medinfo, and enterprise-level in nature.
If you’re looking for a path to fast growth, an opportunity to truly lead, want to join an AI health-technology company that’s becoming a global industry benchmark, let’s talk!

About the opportunity

We are looking for a Senior Product Owner - Voice/IVR Channel to help define and drive quality-focused, innovative features and enhancements to our Voice and IVR offerings. The Senior Product Owner will work closely with our conversationHEALTH platform team to lead the strategic design and development of the conversationHEALTH’s voice and IVR elements. Working closely with clients on specific projects, the Senior Product Owner will also help to design best in class experiences that result in optimal user and client satisfaction.
What you will be doing:
The Senior Product Owner (Voice/IVR Channel) will have both project and product level responsibilities. For projects, the Senior Product Owner will help define and lead the implementation of client-specific solutions. On the product-level, the Senior Product Owner will be responsible for leading the strategic design, and driving the launch of product features that improve Voice UI, Taxonomy and Conversation Design modules of the cH Platform.

Key Responsibilities:
Internal / Product :
Operate as the Voice/IVR business lead within a scrum team, drive definition of product user flows, prototypes, and rigorous user interface specifications.
Work with the Natrual-Language Understanding (NLU) and engineering teams to further define optimal runtime process flows in launching Voice Assistants using a combination of cH proprietary AI/ML models and third party NLU engines and fulfillment apps.
Work closely with the NLU and Taxonomy team to define and optimize taxonomy requirements for Voice/IVR channels for increased accuracy and scalability across multiple languages.
Responsible for the prioritization, development and execution of the Voice/IVR product roadmap, helping to evolve the core platform functionality and technology stack.
External / Client :
Support Technical Project Managers to lead client discovery and training workshops, defining requirements by helping clients make appropriate trade-offs between optimal user experience, compliance and legal requirements, and technological limitations.
Identify and manage cross-functional dependencies within projects and work with the Technical Project Managers, Client Success leads, and engineering teams to meet project milestones and deliverables.
Work closely with resources from the IVR vendor teams, internal engineering and QA, on design, development, and testing of conversational IVR solutions.
Design the architecture to build a Skill or Action.
Follow security best practices for building Skills or Actions.
Develop, test, validate, and troubleshoot theSkills or Actions.
Manage the skill/Action - publishing process and ability to work within AoG or Skills Developer Consoles.
Conduct analyses of real usage data to inform UX efforts.
Drive root cause analyses to respond to UX performance issues.


●  Bachelor’s Degree in Computer Science, Engineering, Human-Computer Interaction, or a related discipline.

●  Required: Previous experience in deploying Voice Assistants on AoG,  or Amazon Lex, or creating Call center voice bots via common IVR systems (Amazon Connect, Genesys PureCloud, Genesys PureConnect, Avaya, etc.)

●  4+ years of professional work experience as a Product Owner in the AI space, preferably in speech recognition software.

●  Familiarity with SDLC fundamentals and Agile projects development methodologies.

●  Be comfortable with startup culture and the ambiguity that comes with it. Take initiative and ownership of your work.

●  Ability to work in a fast-paced environment with projects spanning across multiple clients and internal teams.

●  Comfortable communicating directly with clients, acting as the client advocate in creating the best-in-class conversation experience.

●  Great-to-have: experience working in health/pharma and knowledge of relevant regulatory requirements.


  • Opportunity to work in a ground-breaking industry with top-tier clients

  • You will be working alongside passionate and talented colleagues, where you’ll be challenged and given the opportunity to lead

  • Competitive compensation, along with excellent health and dental benefits, including a Health Spending Account

  • Our office is located in MaRS Discovery District - a beautiful heritage building bursting with innovation and creativity at Queens Park subway station

  • Additional week of vacation as we observe a holiday closure

If you are a great fit for this position and conversationHEALTH, please send a copy of your resume and cover letter to, or click the apply now below.

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MaRS Discovery District

661 University Ave., Suite 440
Toronto, ON, M5G 1M1