Note The job is a remote job and is open to candidates in USA. Dice is seeking a Product Owner/Product Manager to lead the strategy and delivery of voice-based Conversational AI for call center virtual assistants in a healthcare payer environment. The role involves owning the roadmap for an AI-driven voice experience that enhances member and provider satisfaction while adhering to regulatory requirements. Responsibilities Own product vision and roadmap for a voice virtual assistant supporting payer call center intents (benefits, claims status, eligibility, prior auth status, ID card, pharmacy benefits, find care/provider) Prioritize initiatives across containment/deflection, intelligent routing, authentication, and agent handoff with context transfer Build business cases using contact center KPIs and measurable ROI Define where and how to use LLMs safely and effectively (e.g., intent understanding, entity extraction, summarization, guided dialog, knowledge Q&A via RAG) Drive implementation choices and guardrails RAG vs fine-tuning vs prompt-only approaches Tool/function calling patterns to complete transactions (claims lookups, benefit checks) Grounding, citation/traceability patterns (where required), and hallucination mitigation Establish evaluation methods for LLM features (offline test sets + online monitoring), including quality, safety, and latency targets Partner with engineering/ML to define and optimize the voice stack STT/ASR accuracy targets (WER), domain vocabulary tuning (payer terminology, drug names, provider names), noise handling, barge-in behavior TTS voice quality, prosody, pronunciation dictionaries, multilingual considerations (if applicable) Speech-to-speech / real-time voice agents latency budgets, streaming audio, turn-taking, interruption handling, and naturalness Own requirements for low-latency voice interactions and establish SLAs (e.g., time-to-first-response, end-to-end turn latency) Translate payer workflows into conversational capabilities with clear user stories, and acceptance criteria Lead cross-functional delivery with engineering, data science, conversational design, QA, analytics, security, and vendor partners Drive integration with contact center platforms (e.g., Genesys, Amazon Connect) and core payer systems (CRM, claims, eligibility, provider data, prior auth) Ensure HIPAA/PHI-compliant design data minimization, secure handling, retention policies, audit logs, redaction, and access controls Define escalation and safe-completion patterns for sensitive scenarios (grievances/appeals, clinical-like questions, potential vulnerability) Partner with Compliance/Legal on user disclosures, consent, and governance for generative experiences Own KPIs and monitoring Containment/deflection, AHT impact, transfer rate/quality, task completion, CSAT STT WER, no-match rates, latency NLU/LLM intent accuracy, entity accuracy, grounded answer rate, safety flags, fallback rate Establish an ongoing tuning program utterance expansion, prompt/knowledge updates, pronunciation and language model updates, regression testing Skills 5+ years in Product Management/Product Ownership, with 2+ years in Conversational AI / voice bots / IVR modernization Strong healthcare payer experience (member/provider services; benefits, claims, eligibility, authorizations) Demonstrated product experience with LLMs Business Analysis Agile Company Overview Dice is the go-to career marketplace for tech professionals. It was founded in 2010, and is headquartered in Drachten, Friesland, NLD, with a workforce of 201-500 employees. Its website is https//www.or-quest.nl/. Company H1B Sponsorship Dice has a track record of offering H1B sponsorships, with 2 in 2022, 4 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.