Job DescriptionOwn the product roadmap for Amazon Connect voice self-service capabilities.
nDefine business requirements, epics, user stories, and acceptance criteria.
nDesign intuitive customer journeys for IVR and conversational AI experiences.
nPartner with engineering teams to successfully deploy capabilities within Amazon Connect.
nGuide implementation of LLM-powered voice experiences and AI-enabled customer interactions.
nWork closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
nPrioritize product backlog based on customer value and business outcomes.
nDrive improvements in:
nIVR containment
nCustomer Experience (CX)
nCall deflection
nFirst Contact Resolution
nParticipate in testing, UAT, production readiness, and rollout planning.
nAnalyze customer interaction data and recommend product improvements.
nEnsure solutions align with enterprise architecture and regulatory requirements.
nQualifications
nBachelor's degree or equivalent experience.
n6+ years of Product Management or Product Owner experience.




nStrong experience with contact center technologies.
nStrong experience in digital technology delivery.
nExperience delivering customer-facing digital or voice products.
nExperience working with Agile teams.
nStrong communication and stakeholder management skills.
nAbility to translate business needs into technical requirements.
nExperience leading complex enterprise initiatives.
nExperience with Amazon Connect.
nExperience with Amazon Lex or conversational AI for self service intents.
nExperience deploying AI/LLM-powered customer experiences.
nFinancial Services or Banking experience is valuable to have.
nKnowledge of IVR design best practices.
nFamiliarity with contact center KPIs including:
nContainment
nCSAT
nNPS
nAverage Handle Time
nTransfer Rate
nReporting
nSuccess Measures
nSuccessful deployment of Amazon Connect capabilities.
nIncreased IVR containment through self service.
nImproved cust

📌 Experience Manager (Hyderabad)
🏢 IntraEdge
📍 Hyderabad