Product Owner III – CIAM Phone Channel IVR
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
- Partner with Fraud, Call Centers, and Security teams to continuously tune detection thresholds and reduce false positives.
- Manage cross-team dependencies and ensure release readiness.
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
- paid time off
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