Job Function : Product Management / Technical Product OwnershipIndustry : Banking / Financial ServicesJoining : Immediate joiners preferred; candidates available by month-end are encouraged to apply.Job Overview :We are looking for an experienced Product Owner - Amazon Connect & Voice Self-Service to lead the development and delivery of enterprise voice self-service capabilities.The ideal candidate will combine strong product ownership and customer experience design skills with hands-on expertise in Amazon Connect, IVR, Amazon Lex, and AI-powered conversational solutions.The role involves defining product requirements, designing customer journeys, partnering with engineering teams, and delivering scalable voice automation capabilities that improve customer experience and operational efficiency.Key Responsibilities :- Own and manage the product roadmap for Amazon Connect voice self-service solutions.- Define business requirements, epics, user stories, acceptance criteria, and functional specifications.- Design and optimize IVR flows, voice interfaces, and conversational AI customer journeys.- Drive implementation of Amazon Connect capabilities in collaboration with engineering and architecture teams.- Guide the delivery of Amazon Lex integrations and LLM-powered voice experiences.- Translate business requirements into technical deliverables for development teams.- Manage product backlogs, prioritize features, and coordinate Agile delivery.- Collaborate with UX, Operations, Compliance, AWS, Architecture, and Engineering teams.- Participate in functional testing, UAT, production readiness, deployment, and rollout planning.- Analyze contact center data and customer interactions to identify improvement opportunities.- Ensure solutions meet enterprise architecture, security, and regulatory requirements.- Track and improve key contact center metrics, including IVR containment, call deflection, First Contact Resolution (FCR), CSAT, NPS, Average Handle Time (AHT),



and transfer rate.Required Skills & Experience :- 6+ years of experience in Product Management, Product Ownership, or digital technology delivery.- 5+ years of hands-on experience with Amazon Connect.- 5+ years of experience with Interactive Voice Response (IVR).- 5+ years of experience in Customer Experience Design.- Solid experience with contact center technologies and customer-facing digital or voice products.- Experience with Amazon Lex, conversational AI, and self-service intent design.- Experience delivering AI/LLM-powered customer interaction solutions.- Strong understanding of IVR architecture, voice workflows, and customer journey optimization.- Experience working with Agile/Scrum teams, product backlogs, and sprint planning.- Ability to translate business requirements into technical specifications and user stories.- Strong stakeholder management, analytical, and communication skills.- Proven experience leading complex enterprise technology initiatives.Good to Have :- Experience in banking or financial services.- Knowledge of AWS cloud services and enterprise contact center architecture.- Familiarity with contact center analytics and voice automation.- Understanding of compliance, security, and regulatory requirements in enterprise environments.Success Metrics :- Successful deployment of Amazon Connect voice capabilities.- Improved IVR containment and self-service adoption.- Enhanced customer experience and First Contact Resolution.- Reduced unnecessary call transfers and Average Handle Time.- Timely delivery of product features and high-quality requirements.- Effective collaboration across business, product, and engineering teams.Preferred Candidate Profile :- The ideal candidate will have strong technical product ownership experience and deep expertise in Amazon Connect, IVR, and customer experience design.- They should be comfortable bridging business requirements and technical implementation, guiding AI-enabled voice solutions, and driving measurable improvements in contact center performance. (ref:hirist.tech)

📌 Product Owner - Amazon Connect & Conversational AI (Hyderabad)
🏢 Intraedge Technologies
📍 Hyderabad