Product Management / BA (Contact Centre, Amazon connect

Position Summary

We are seeking an experienced Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform. This role is responsible for defining product requirements, customer journeys, and deployment strategy for next-generation IVR capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).

This is a highly cross-functional role requiring someone who understands both the customer experience and the underlying Amazon Connect ecosystem. The ideal candidate can bridge business, operations, and technology teams to successfully deliver scalable self-service experiences that improve customer satisfaction while increasing call containment.

Responsibilities

• Own the product roadmap for Amazon Connect voice self-service capabilities.
• Define business requirements, epics, user stories, and acceptance criteria.
• Design intuitive customer journeys for IVR and conversational AI experiences.
• Partner with engineering teams to successfully deploy capabilities within Amazon Connect.
• Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.
• Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
• Prioritize product backlog based on customer value and business outcomes.
• Drive improvements in:
• IVR containment
• Customer Experience (CX)
• Call deflection
• First Contact Resolution
• Participate in testing, UAT, production readiness, and rollout planning.
• Analyze customer interaction data and recommend product improvements.
• Ensure solutions align with enterprise architecture and regulatory requirements.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 6+ years of Product Management or Product Owner experience.
• Strong experience with contact center technologies.
• Strong experience in digital technology delivery.
• Experience delivering customer-facing digital or voice products.
• Experience working with Agile teams.
• Strong communication and stakeholder management skills.
• Ability to translate business needs into technical requirements.
• Experience leading complex enterprise initiatives.

Preferred Qualifications

• Experience with Amazon Connect.
• Experience with Amazon Lex or conversational AI for self service intents.
• Experience deploying AI/LLM-powered customer experiences.
• Financial Services or Banking experience is good to have.
• Knowledge of IVR design best practices.
• Familiarity with contact center KPIs including:
• Containment
• CSAT
• NPS
• Average Handle Time
• Transfer Rate
• Reporting

Success Measures

• Successful deployment of Amazon Connect capabilities.
• Increased IVR containment through self service.
• Improved customer experience.
• Faster product delivery.
• High-quality requirements and documentation.
• Strong cross-functional collaboration.

Thanks

Amol