Product Manager – Contact Center Authentication/Voice

Role Overview

Daon is seeking an experienced Product Manager to lead and expand its contact center identity and voice fraud offering within TrustX. This role goes beyond general fraud product management – it owns the full contact center authentication and fraud prevention journey, including voice biometrics, synthetic voice and deepfake detection, phone and network intelligence, caller risk decisioning, agent and IVR workflows, fraud review, evidence capture, and step-up authentication.

The strongest candidate has worked in or around the voice biometric, contact center fraud, conversational AI, call authentication, or CCaaS ecosystem – ideally at a contact center voice security provider, since Daon is actively pursuing customers of those solutions who need a credible next-generation alternative. This person will work directly with engineering, translate contact center and fraud-operations realities into product capability, and help Daon move from customer-specific needs to repeatable, sellable product modules.

US headquarters is in Washington DC Metro area (Fairfax, VA), applicants outside this region are welcome to apply.

Why This Role Matters

• Contact center buyers increasingly want authentication and fraud prevention together: low-friction verification, fraud detection, synthetic voice defense, and auditable evidence in one operating model.

• TrustX can differentiate by going beyond detection – helping customers decide, step up, validate, and record outcomes across voice, mobile, web, and identity-proofing channels.

• Fraud prevention has become a core buying driver for identity platforms; customers expect TrustX to help prevent fraud before losses occur, not only verify identity at onboarding.

• This role will shape the TrustX contact center roadmap and package it as a differentiated, revenue-generating capability across financial services, telecommunications, healthcare, travel, government, and other regulated markets.

Key Responsibilities

• Own the roadmap.

  Define, prioritize, and deliver contact center identity and voice fraud capabilities across xVoice, xDeTECH, telephony intelligence, fraud risk scoring, watchlists, case review, agent workflows, analytics, step-up authentication, and TrustX orchestration.

• Translate operations into requirements.

  Work directly with contact center operators, fraud teams, digital-service leaders, BPOs, solution consultants, and customers to understand IVR flows, agent desktop needs, enrollment, call routing, fraud queues, false positives, and operational KPIs.

• Compete effectively.

  Understand how customers compare Daon with competitors such as Pindrop and Nuance/Microsoft; identify feature gaps, proof points, demo needs, migration considerations, and differentiated TrustX positioning.

• Drive fraud use cases.

  Support productization for known/unknown fraudster detection and clustering, watchlists, deepfake and replay detection, phone spoofing, account takeover, social engineering, high-risk servicing, account recovery, and agent-assisted or IVR-based step-up.

• Define measurable outcomes.

  Establish success metrics such as authentication completion rate, handle time reduction, fraud-loss reduction, false-positive rate, manual-review reduction, step-up success, analyst productivity, and TrustX deal attach rate.

• Shape integrations.

  Define requirements for CCaaS and telephony integrations, including Genesys, NICE, Five9, Microsoft, Zoom, Amazon Connect, SBCs, SIPREC, IVR APIs, streaming audio, agent desktops, and partner signal providers.

• Partner with engineering and design.

  Create clear requirements, user stories, acceptance criteria, workflow diagrams, decision tables, data models, MVP scope, and demo-ready increments.

• Support GTM and customer success.

  Help sales, solution consulting, marketing, and customer success position the offering; participate in customer meetings, RFPs, demos, migration discussions, and pilots.

• Create repeatable packaging.

  Turn customer-specific requirements into configurable TrustX modules, reference architectures, templates, SKUs, demo scenarios, and enablement materials.

• Maintain compliance-aware judgment.

  Ensure workflows are designed with privacy, consent, biometric governance, auditability, retention, accessibility, and security in mind for regulated industries.

Required Qualifications

• 5+ years of product management or leadership experience in identity, authentication, contact center technology, voice biometrics, fraud prevention, risk, security, CCaaS, conversational AI, or enterprise SaaS.

• Direct experience with contact center authentication, voice biometrics, call authentication, voice fraud, telephony intelligence, agent workflows, or IVR/CCaaS integrations.

• Practical understanding of phone-channel fraud operations, including social engineering, account takeover, spoofing, replay, synthetic voice/deepfake risk, watchlists, investigations, false positives, and escalation.

• Proven ability to translate complex contact center and fraud-prevention needs into clear product requirements, roadmap priorities, user stories, release plans, and demo-ready increments.

• Strong technical fluency with APIs, streaming audio, telephony architectures, CCaaS platforms, agent desktops, data flows, decisioning, analytics, and cloud deployment models.

• Strong analytical orientation, including comfort with dashboards, signal performance, funnel and call center metrics, fraud-loss measurement, and business cases for fraud-prevention investment.

• Excellent communication skills, with the ability to engage customers, fraud practitioners, contact center leaders, executives, engineers, designers, and sales teams.

Preferred Qualifications

• Experience defining and delivering solutions in contact center fraud, call authentication, CCaaS, conversational AI security, or enterprise authentication.

• Experience migrating or supporting customers from legacy voice biometric platforms, including evaluation criteria, implementation, change management, and competitive positioning.

• Hands-on experience with Genesys, NICE CXone, Five9, Microsoft, Zoom, Amazon Connect, Avaya, Cisco, SIPREC, SBC forking, IVR workflows, or agent desktop integrations.

• Experience with passive and active voice biometrics, replay and synthetic voice/deepfake detection, liveness/PAD, phone intelligence, behavioral analytics, risk scoring, watchlists, clustering, or fraud case management.

• Experience with multi-modal authentication and identity proofing, including passkeys/FIDO, mobile push, facial authentication, document verification, NFC, mDL, digital wallets, or verifiable credentials.

• Familiarity with regulated-industry requirements for biometrics, privacy, consent, audit evidence, retention, accessibility, SOC 2, ISO 27001, and financial-services or healthcare expectations.

• Experience with financial-institution or telecommunications fraud programs – SIM swap prevention, account takeover prevention, digital onboarding fraud, payment fraud, mule detection, or synthetic identity fraud.

• Experience with identity verification, KYC, KYB, AML, sanctions/PEP screening, account opening, re-verification, account recovery, and high-risk transaction authentication.

• Familiarity with regulatory frameworks relevant to identity and fraud, such as NIST SP 800-63, FFIEC guidance, BSA/AML expectations, GDPR, and privacy-by-design principles.

• Experience supporting RFPs, customer workshops, pilots, pricing, packaging, and GTM/sales enablement for enterprise contact center or fraud products.

Ideal Candidate Profile

A contact center identity or voice fraud product leader who understands both the product and operational realities of securing the call channel – someone who can sit credibly with a bank, telco, healthcare organization, insurer, or BPO contact center team and speak to caller authentication, fraud pressure, agent workflows, IVR friction, and migration risk. A pragmatic operator who turns customer-specific requirements into repeatable TrustX capabilities rather than bespoke project work, and a competitive thinker who can position Daon against companies such as Pindrop and Nuance/Microsoft without getting trapped in a narrow feature-by-feature comparison. Relationships or market familiarity within those customer communities are a plus.

Working Style and Expectations

• Customer-obsessed and evidence-driven; comfortable spending time with fraud teams and frontline operational users.

• Commercially aware; able to connect product capabilities to customer ROI, pricing, packaging, and renewal/expansion value.

• Technically fluent; able to work effectively with engineering and architecture teams without requiring deep hands-on coding experience.

• Operationally disciplined; able to define crisp MVP scope, manage tradeoffs, and avoid over-customization.

• Collaborative; able to work across product, engineering, sales, solution consulting, marketing, customer success, legal, security, and compliance.

Join the brightest minds from around the globe as we build the future of digital identity!

Daon is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or any other legally protected status. We celebrate diversity and are dedicated to creating an environment where all employees feel valued, respected, and supported.