Product Owner III – CIAM Phone Channel IVR

Job Description

Job Description:
• Define and execute the CIAM roadmap for phone channel authentication (IVR + agent assist).
• Lead transition from legacy authentication (KBA/security questions) to modern CIAM approaches using: Transmit FlexID orchestration, Pindrop fraud detection & voice intelligence.
• Establish a risk-based authentication strategy tailored to phone interactions.
• Align with enterprise identity, Zero Trust, and omnichannel authentication frameworks.
• Own end-to-end IVR authentication flows including: Pre-authentication (call entry, ANI validation), Passive authentication (device/behavioral signals via FlexID), Voice-based risk scoring (Pindrop), Step-up authentication (OTP, callbacks, agent verification).
• Partner with engineering to design low-friction, high-assurance journeys in IVR flows.
• Ensure consistent identity decisions from IVR through agent handoff.
• Implement and optimize controls to detect and mitigate: Account Takeover (ATO), IVR bot attacks and automation abuse, Social engineering in agent-assisted calls.
• Define policies for dynamic step-up authentication based on real-time risk signals.
• Serve as the primary liaison across: Contact Center Operations, Fraud/Risk teams, Information Security, Enterprise CIAM platform team, Architecture and Engineering.
• Define and track KPIs, including: Authentication success and failure rates, Fraud detection/prevention rates, IVR containment rate, Agent handle time (AHT) impact, Step-up authentication frequency and success.

Requirements:
• Product ownership or product management experience in: Identity & Access Management, Fraud, or Contact Center technologies
• Direct experience with: IVR/call flows and telephony ecosystems
• Authentication and identity verification in a phone channel
• Strong understanding of: Risk-based authentication (RBA)
• Account takeover prevention strategies
• CIAM principles and orchestration layers
• Experience working in Agile environments with cross-functional teams.
• Hands-on experience with: Transmit Security (FlexID or similar orchestration platforms)
• Pindrop (Protect, Passport, or voice intelligence solutions)
• Experience implementing: Voice biometrics or passive voice authentication
• Bot detection solutions in IVR
• Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID
• Experience in highly regulated industries (financial services, telecom, healthcare)

Benefits:
• medical/prescription drug coverage (with a Health Savings Account feature)
• dental and vision options
• employee and spouse/child life insurance
• short and long-term disability protection
• 401(k) with PNC match
• pension and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level; and years of service