Experience: 10+ Years

Role: Senior Product Manager / Product Owner

Blue Spire is seeking an experienced Senior Product Manager / Product Owner to lead the evolution of its Amazon Connect voice and conversational AI platform .

This role will be responsible for defining product requirements, customer journeys, product roadmap, and deployment strategy for next-generation voice and IVR capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs) .

The role requires a highly cross-functional product leader who understands both customer experience and the underlying contact center technology ecosystem . The ideal candidate will bridge business, operations, UX, architecture, compliance, AWS, and engineering teams to successfully deliver scalable self-service experiences that improve customer satisfaction, increase call containment, and drive measurable business outcomes.

Key Responsibilities

- Own and manage the product roadmap for Amazon Connect voice self-service capabilities.
- Define business requirements, product requirements, epics, user stories, and acceptance criteria .
- Translate business and customer needs into clear, actionable technical requirements for engineering teams.
- Design and continuously improve customer journeys for IVR, voice self-service, and conversational AI experiences .
- Partner closely with engineering and architecture teams to successfully design and deploy capabilities within the Amazon Connect ecosystem .
- Guide the implementation of LLM-powered voice experiences and AI-enabled customer interactions .
- Work closely with UX, Operations, Compliance, Architecture, AWS, and Engineering teams to deliver product capabilities.
- Own and prioritize the product backlog based on customer value, business outcomes, technical dependencies, and organizational priorities.
- Drive improvements in:
- 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 improvements.
- Use customer feedback, operational metrics, and business outcomes to continuously refine product capabilities.
- Ensure solutions align with enterprise architecture, security, compliance, and regulatory requirements .
- Lead complex enterprise initiatives involving multiple business and technology stakeholders.
- Facilitate communication between business stakeholders and technical teams throughout the product lifecycle.
- Support product demonstrations, stakeholder reviews, release planning, and production rollout activities.
- Monitor product performance and recommend enhancements to improve self-service adoption and customer outcomes.

Mandatory Qualifications

- Bachelor’s degree or equivalent skilled experience.
- 6+ years of experience in Product Management or Product Ownership.
- Strong experience with contact center technologies .
- Strong experience in digital technology/product delivery .
- Experience delivering customer-facing digital or voice products .
- Strong understanding of Agile/Scrum product delivery .
- Experience defining business requirements, product requirements, epics, user stories, and acceptance criteria .
- Strong experience with product backlog management and prioritization .
- Ability to translate business requirements into technical requirements and effectively work with engineering teams.
- Experience leading complex enterprise technology initiatives .
- Strong communication and stakeholder management skills.
- Experience working cross-functionally with business, technology, UX, operations, architecture, and engineering teams.
- Experience participating in testing, UAT, production readiness, and rollout/deployment activities .





Preferred Qualifications

- Hands-on or strong working experience with Amazon Connect .
- Experience with Amazon Lex / Lex V2 .
- Experience designing or delivering IVR and voice self-service solutions .
- Experience with conversational AI and self-service intents .
- Experience delivering AI/LLM-powered customer experiences .
- Experience with Generative AI / LLM-based voice or conversational experiences .
- Financial Services / Banking / BFSI experience.
- Strong understanding of IVR design and customer journey best practices .
- Familiarity with contact center KPIs and reporting, including:
- IVR Containment
- Call Deflection
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Average Handle Time (AHT)
- Transfer Rate
- First Contact Resolution (FCR)
- Experience analyzing customer interaction data and contact center metrics .
- Understanding of enterprise architecture and regulatory requirements .
- Exposure to AWS ecosystem and cloud-based customer experience solutions .

Product & Technology Skills Product Management / Product Ownership:

Product Roadmap, Product Backlog, Product Prioritization, Requirements Gathering, Business Requirements, Product Requirements, Epics, User Stories, Acceptance Criteria, Agile, Scrum, UAT, Product Testing, Production Readiness, Release & Rollout Planning

Contact Center & Voice:

Amazon Connect, Contact Center, IVR, Voice Self-Service, Call Containment, Call Deflection, First Contact Resolution, Customer Experience, Customer Journey, Contact Center Analytics

Conversational AI:

Amazon Lex, Lex V2, Conversational AI, Self-Service Intents, LLM, Generative AI, AI-Powered Customer Experiences

Customer & Business:

Digital Products, Customer-Facing Products, CX, CSAT, NPS, AHT, Transfer Rate, Customer Interaction Analytics, Reporting

Enterprise Delivery:

Stakeholder Management, Cross-Functional Collaboration, Engineering Collaboration, UX, Operations, Architecture, Compliance, AWS, Enterprise Architecture, Regulatory Requirements

📌 Product Owner (Hyderabad)
🏢 Blue Spire
📍 Hyderabad