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.
Robust experience in digital technology delivery.
Experience delivering customer-facing digital or voice products.
Experience working with Agile teams.
Strong communication and stakeho

📌 Senior Product Manager_Amazon Connect (Hyderabad)
🏢 Blue Spire
📍 Hyderabad