Product Owner- Telephony

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

THE POSITION: 

We are seeking an experienced Product Owner to lead the strategy, implementation, and continuous improvement of our NICE CXone platform, integrated with our CRM system (e.g., Salesforce Health Cloud). The ideal candidate will bring a strong background in telephony systems, CRM workflows, and AI-powered automation solutions commonly used in the Hub Services / Patient Services environment. This role will play a critical part in driving digital transformation across our contact center, enhancing patient and provider experience, improving operational efficiency, and enabling next-gen service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Serve as the Product Owner for the integrated NICE CXone and CRM (e.g., Salesforce) ecosystem.
• Lead the definition and execution of the product roadmap for omnichannel contact center and CRM workflows.
• Manage enhancements across voice, IVR, chat, SMS, and email channels, ensuring seamless customer and agent experiences.
• Collaborate with internal and external stakeholders to identify opportunities for automation across patient access, reimbursement, intake, triage, and therapy initiation workflows.
• Translate business needs into user stories, requirements, process maps, and acceptance criteria.
• Drive the adoption of AI-powered capabilities such as:
  • Automated call routing
  • Intelligent IVR with NLP
  • Virtual assistants / chatbots
  • Predictive engagement and agent assist
• Coordinate vendor engagements (e.g., NICE, telephony partners, AI vendors) and oversee technical delivery teams.
• Support QA, UAT, training, and release readiness.
• Analyze contact center performance using KPIs and voice analytics to guide product improvements.
• Ensure compliance with HIPAA, PCI, and other relevant regulations in telephony and patient communication.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

• All other duties as assigned 

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

EXPECTATIONS OF THE JOB:

• Travel (10%)
• Hours (40 hours per week, 5 days of the week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education:
  • Bachelor’s degree in business, Information Technology, or a related field is preferred but not required.

• Experience:
  • 5+ years of experience in Product Ownership, Business Analysis, or Technical Program Management roles in healthcare, pharma services, or technology sectors.
  • Hands-on experience with NICE CXone or similar platforms (Genesys, Five9, Amazon Connect).
  • Understanding of telephony architecture including ACD, IVR, SIP, VoIP, call routing, and call recording.
  • Strong experience with CRM systems, ideally Salesforce Health Cloud or Service Cloud.
• Skills & Knowledge:
  • Background in Hub Services or Patient Services operations such as enrollment, benefits verification, prior auth, adherence support, etc.
  • Familiarity with AI/ML-driven automation tools for virtual agents, call deflection, and digital engagement.
  • Excellent skills in stakeholder engagement, requirements gathering, backlog grooming, and Agile/Scrum delivery.
• Tools & Platforms Experience:
  • NICE CXone Platform (required)
  • Salesforce CRM (integration experience required)
  • Familiarity with call routing, IVR systems, and reporting tools.

PREFERRED QUALIFICATIONS:

• • NICE CXone admin certification or related telephony certifications.
  • Experience working with compliance-heavy environments (HIPAA, SOC2).
  • Exposure to other patient engagement platforms, case management tools, or healthcare automation solutions.
  • Knowledge of omnichannel orchestration and contact center analytics platforms (e.g., NICE Enlighten, Salesforce Einstein, Tableau).

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $67,500 to $94,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  More information about EVERSANA’s benefits package can be found at eversana.com/careers.  EVERSANA reserves the right to modify this base salary range and benefits at any time.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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