Job Description

Own the product roadmap for Amazon Connect voice self-service capabilities.

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Define business requirements, epics, user stories, and acceptance criteria.

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Design intuitive customer journeys for IVR and conversational AI experiences.

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Partner with engineering teams to successfully deploy capabilities within Amazon Connect.

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Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.

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Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.

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Prioritize product backlog based on customer value and business outcomes.

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Drive improvements in:

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IVR containment

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Customer Experience (CX)

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Call deflection

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First Contact Resolution

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Participate in testing, UAT, production readiness, and rollout planning.

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Analyze customer interaction data and recommend product improvements.

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Ensure solutions align with enterprise architecture and regulatory requirements.

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Qualifications

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Bachelor's degree or equivalent experience.

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6+ years of Product Management or Product Owner experience.

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Solid experience with contact center technologies.

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Strong experience in digital technology delivery.





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Experience delivering customer-facing digital or voice products.

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Experience working with Agile teams.

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Robust communication and stakeholder management skills.

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Ability to translate business needs into technical requirements.

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Experience leading complex enterprise initiatives.

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Experience with Amazon Connect.

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Experience with Amazon Lex or conversational AI for self service intents.

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Experience deploying AI/LLM-powered customer experiences.

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Financial Services or Banking experience is good to have.

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Knowledge of IVR design best practices.

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Familiarity with contact center KPIs including:

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Containment

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CSAT

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NPS

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Average Handle Time

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Transfer Rate

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Reporting

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Success Measures

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Successful deployment of Amazon Connect capabilities.

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Increased IVR containment through self service.

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Improved customer experience.

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Faster product delivery.

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High-quality requirements and documentation.

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Robust cross-functional collaboration.

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Immediate- serving NP until month end

📌 Experience Manager Hyderabad
🏢 IntraEdge
📍 Hyderabad