- Help design, build and continuously improve the clients online platform.
- Research, suggest and implement new technology solutions following best practices/standards.
- Take responsibility for the resiliency and availability of different products.
- Be a productive member of the team.

Requirements
- 6+ years of experience in Product Management or Product Owner roles.
- Experienced Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform.
- Responsible for defining product requirements, customer journeys, and deployment strategies for next-generation IVR and self-service capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).
- Own and drive the product roadmap for Amazon Connect voice and self-service capabilities.
- Define business requirements, epics, user stories, acceptance criteria, and product specifications.
- Design intuitive and effective customer journeys for IVR and conversational AI experiences.
- Partner with engineering and architecture teams to deliver and deploy capabilities within the Amazon Connect ecosystem.
- Lead the implementation of LLM-powered voice experiences and AI-enabled customer interactions.
- Collaborate closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
- Prioritize and manage the product backlog based on customer value, business priorities, and measurable outcomes.
- Drive improvements across key contact center metrics, including: IVR containment, Customer Experience (CX), Call deflection, First Contact Resolution (FCR)
- Participate in testing, UAT, production readiness, deployment, and rollout planning.
- Analyze customer interaction and contact center data to identify opportunities for product enhancement.
- Ensure solutions align with enterprise architecture, security, compliance, and regulatory requirements.
- Bachelor’s degree or equivalent professional experience.




- Strong experience with contact center technologies and digital technology delivery.
- Proven experience delivering customer-facing digital, voice, or self-service products.
- Experience working with Agile product and engineering teams.
- Strong ability to translate business requirements into clear technical requirements and actionable product specifications.
- Excellent communication, stakeholder management, and collaboration skills.
- Demonstrated experience leading complex enterprise technology initiatives.
- Hands-on or strong functional experience with Amazon Connect.
- Experience with Amazon Lex, conversational AI, and self-service intent design.
- Experience delivering AI/LLM-powered customer experiences.
- Experience in Financial Services or Banking environments is preferred.
- Strong understanding of IVR and conversational experience design best practices.
- Familiarity with contact center KPIs such as: Containment Rate, CSAT, NPS, Average Handle Time (AHT), Transfer Rate, Contact Center Reporting and Analytics
- Successful delivery and adoption of Amazon Connect capabilities.
- Increased IVR containment and self-service adoption.
- Improved customer experience and satisfaction.
- Reduced call transfers and improved First Contact Resolution.
- Faster and more predictable product delivery.
- High-quality product requirements, documentation, and user journeys.
- Effective collaboration across business, operations, architecture, UX, compliance, and engineering teams.
- This is a highly cross-functional position requiring a solid understanding of both customer experience and contact center technology. Bridge business, operations, and technology teams to deliver scalable, intelligent self-service solutions that improve customer satisfaction, increase call containment, and enhance overall contact center performance.

Benefits
- A challenging, innovating environment.
- Opportunities for learning where needed.

📌 Senior Product Manager (Hyderabad)
🏢 GeekSoft Consulting
📍 Hyderabad