Job Description

Experience Owner – Amazon Connect Voice Self-Service

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Location: Hyderabad

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Experience: 6+ Years

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Role: Product Owner / Experience Owner – Voice & Conversational AI

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Domain: Banking / Financial Services

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Job Overview

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We are looking for an experienced Experience Owner with 6+ years of experience in Product Management, Product Ownership, or digital technology delivery, with strong expertise in Amazon Connect, voice self-service, IVR, conversational AI, and customer experience.

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The candidate will own the roadmap and delivery of voice self-service capabilities, working closely with engineering, UX, operations, architecture, compliance, AWS, and business teams to deliver intuitive and scalable customer experiences.

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Key Responsibilities

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Product Strategy & Roadmap

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- Own and manage the product roadmap for Amazon Connect voice self-service capabilities.
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- Define product vision, priorities, milestones, and delivery plans aligned with customer needs and business outcomes.
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- Prioritize features and backlog based on customer value, business impact, technical feasibility, and strategic objectives.
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- Identify opportunities to improve customer experience, automation, and self-service adoption.
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Requirements & Product Definition

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- Translate business needs into clear business requirements, epics, user stories, and acceptance criteria.
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- Work closely with engineering and architecture teams to define technical requirements and solution approaches.
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- Ensure requirements are clear, complete, measurable, and aligned with enterprise standards.
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- Manage product backlog and maintain appropriate documentation throughout the delivery lifecycle.
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Voice,



IVR & Conversational AI

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- Design intuitive customer journeys for IVR and conversational AI experiences.
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- Define self-service flows that reduce customer effort and improve resolution rates.
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- Guide the implementation of LLM-powered voice experiences and AI-enabled customer interactions.
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- Partner with technical teams to integrate conversational AI capabilities within Amazon Connect.
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- Apply IVR and voice experience best practices to improve usability, containment, and call outcomes.
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Amazon Connect & Delivery

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- Partner with engineering teams to design, develop, test, and deploy capabilities within Amazon Connect.
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- Participate in solution design, testing, UAT, production readiness, rollout, and post-production validation.
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- Work with AWS and enterprise architecture teams to ensure solutions are scalable, secure, and aligned with technical standards.
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- Identify and resolve delivery dependencies, risks, and blockers.
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Customer Experience & Performance

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- Analyze customer interaction data and identify opportunities for continuous improvement.
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- Drive improvements in key contact center metrics such as:
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- IVR containment
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- Call deflection
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- First Contact Resolution (FCR)
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- Customer Satisfaction (CSAT)
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- Average Handle Time (AHT)
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- Transfer rate
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- Use data and customer feedback to refine journeys, self-service capabilities, and product priorities.
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Stakeholder Collaboration

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- Collaborate with UX, Operations, Compliance, Architecture, AWS, Engineering, Product, and business stakeholders.
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- Ensure solutions meet regulatory, security, compliance, and enterprise architecture requirements.
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- Communicate product vision, priorities, progress, risks, and outcomes effectively to senior stakeholders.
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- Build strong cross-functional partnerships and drive initiatives through successful delivery.
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Required Skills & Experience

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- 6+ years of experience in Product Management, Product Ownership, Experience Ownership, or digital technology delivery.
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- Robust understanding of contact center technologies and customer-facing digital/voice products.
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- Experience with IVR, voice self-service, conversational AI, or customer experience platforms.
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- Strong ability to translate business requirements into technical requirements.
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- Experience working with Agile methodologies and product backlogs.
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- Strong stakeholder management, communication, analytical, and problem-solving skills.
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- Experience delivering complex enterprise technology initiatives.
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Preferred Skills

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- Hands-on experience with Amazon Connect.
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- Experience with Amazon Lex and conversational AI self-service intents.
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- Experience with AI/LLM-powered customer experiences.
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- Banking or financial services experience.
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- Strong understanding of IVR and contact center best practices.
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- Familiarity with contact center analytics and performance metrics.
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📌 Experience Owner - Amazon Connect Voice Self-Service (Hyderabad)
🏢 IntraEdge
📍 Hyderabad