Senior Product Manager

Summary:

• Duration: Contract-to-Hire
• Work Mode: Not specified

Responsibilities:

• Own the product roadmap for Amazon Connect voice self-service capabilities.
• Define business requirements, epics, user stories, and acceptance criteria.
• Design intuitive customer journeys for IVR and conversational AI experiences.
• Partner with engineering teams to successfully deploy capabilities within Amazon Connect.
• Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.
• Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
• Prioritize product backlog based on customer value and business outcomes.
• Drive improvements in IVR containment, Customer Experience (CX), call deflection, and First Contact Resolution.
• Participate in testing, UAT, production readiness, and rollout planning.
• Analyze customer interaction data and recommend product improvements.
• Ensure solutions align with enterprise architecture and regulatory requirements.

Requirements:

• Bachelor’s degree or equivalent experience.
• Minimum 6 years of Product Management or Product Owner experience.
• Strong experience with contact center technologies.
• Strong experience in digital technology delivery.
• Experience delivering customer-facing digital or voice products.
• Experience working with Agile teams.
• Strong communication and stakeholder management skills.
• Ability to translate business needs into technical requirements.
• Experience leading complex enterprise initiatives.

Preferred Skills:

• Experience with Amazon Connect.
• Experience with Amazon Lex or conversational AI.
• Experience deploying AI/LLM-powered customer experiences.
• Financial Services or Banking experience.
• Knowledge of IVR design best practices.
• Experience working with AWS Professional Services.
• Familiarity with contact center KPIs including Containment, CSAT, NPS, Average Handle Time, Transfer Rate.