Product Owner III – CIAM Phone Channel IVR

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the CIAM roadmap for authentication via phone channels (IVR + agent assist).

• Lead the shift from traditional authentication methods (KBA/security questions) to contemporary CIAM solutions utilizing: Transmit FlexID orchestration, Pindrop fraud detection, and voice intelligence.

• Create a risk-based authentication strategy specifically designed for phone interactions.

• Ensure alignment with enterprise identity, Zero Trust principles, and omnichannel authentication frameworks.

• Oversee comprehensive IVR authentication processes including: Pre-authentication (call entry, ANI validation), Passive authentication (device/behavioral signals through FlexID), Voice-based risk assessment (Pindrop), and Step-up authentication (OTP, callbacks, agent verification).

• Collaborate with engineering teams to craft seamless and secure journeys within IVR flows.

• Guarantee consistent identity verification from IVR to agent handoff.

• Implement and enhance controls to identify and mitigate: Account Takeover (ATO), IVR bot attacks and automation misuse, as well as social engineering in agent-assisted calls.

• Work alongside Fraud, Call Centers, and Security teams to continually adjust detection thresholds and minimize false positives.

• Manage dependencies across teams and ensure readiness for releases.

⛳️ Requirements

• Experience in product ownership or product management within: Identity & Access Management, Fraud, or Contact Center technologies.

• Direct familiarity with: IVR/call flows and telephony ecosystems.

• Knowledge of authentication and identity verification processes in a phone channel.

• Strong grasp of: Risk-based authentication (RBA).

• Understanding of strategies to prevent account takeovers.

• Knowledge of CIAM principles and orchestration layers.

• Experience in Agile environments working with cross-functional teams.

• Practical experience with: Transmit Security (FlexID or similar orchestration platforms).

• Familiarity with Pindrop (Protect, Passport, or voice intelligence solutions).

• Experience in implementing: Voice biometrics or passive voice authentication.

• Knowledge of bot detection solutions within IVR.

• Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID.

• Experience in highly regulated sectors (financial services, telecommunications, healthcare).

🏝️ Benefits

• Medical/prescription drug coverage (featuring a Health Savings Account option).

• Dental and vision plans available.

• Life insurance for employees and their spouses/children.

• Short- and long-term disability coverage.

• 401(k) with PNC matching contributions.

• Pension and stock purchase plans.

• Dependent care reimbursement account.

• Backup child and elder care services.

• Reimbursement for adoption, surrogacy, and doula services.

• Educational assistance, with select programs fully funded.

• A comprehensive wellness program featuring financial incentives.

• Paid time off.