Product Management / Digital Transformation

Industry: Banking / Financial Services

Joining: Immediate joiners preferred; candidates serving notice with availability by month-end are encouraged to apply.

About the Role:

We are looking for an experienced Senior Product Manager / Product Owner - Amazon Connect & Voice Self-Service to lead the product roadmap and delivery of next-generation voice self-service capabilities for an enterprise customer experience transformation initiative.

The ideal candidate will combine strong product management and customer experience design expertise with hands-on experience in Amazon Connect, Interactive Voice Response (IVR), Amazon Lex, and AI-powered conversational experiences.

The role involves translating business requirements into product capabilities, designing intuitive customer journeys, prioritizing product backlogs, and collaborating with cross-functional teams to deliver scalable, compliant, and customer-centric voice solutions.

Key Responsibilities:

Product Strategy and Roadmap:

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

- Define product vision, business requirements, epics, user stories, and acceptance criteria.

- Prioritize product backlog based on customer value, business impact, and strategic objectives.

- Translate business needs into actionable product requirements and technical specifications.

Customer Experience and IVR Design:

- Design and optimize customer journeys across IVR, voice self-service, and conversational AI channels.

- Identify opportunities to improve self-service adoption, IVR containment, call deflection, and First Contact Resolution (FCR).

- Apply customer experience design principles to simplify customer interactions and reduce unnecessary transfers.

- Monitor customer interaction data and recommend enhancements to improve customer satisfaction.

Amazon Connect and Conversational AI:

- Lead product delivery for Amazon Connect voice capabilities in collaboration with engineering teams.

- Drive implementation of Amazon Lex and conversational AI for self-service intents.

- Guide the delivery of AI/LLM-powered voice experiences and intelligent customer interactions.

- Partner with architecture and engineering teams to ensure scalable, reliable, and secure implementations.

- Support integration, testing, UAT, production readiness, and rollout planning.

Stakeholder and Agile Delivery:

- Collaborate with UX, Operations, Compliance, Architecture, AWS, and engineering teams.

- Manage product backlogs and participate in Agile ceremonies, sprint planning, reviews, and delivery discussions.

- Ensure product requirements align with enterprise architecture, regulatory obligations, and business objectives.

- Track delivery progress, resolve dependencies, and communicate product decisions to stakeholders.

Performance Measurement and Optimization:

- Define and track KPIs, including IVR containment, customer satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), and transfer rate.

- Analyze customer interaction data to identify service gaps and opportunities for automation.

- Drive continuous improvements in customer experience, operational efficiency, and self-service performance.

Required Skills and Experience:

- 6+ years of experience in Product Management, Product Ownership, or a related digital product delivery role.

- 5+ years of experience with Amazon Connect.

- 5+ years of experience with Interactive Voice Response (IVR).

- 5+ years of experience in Customer Experience Design.

- Strong experience with contact center technologies and digital technology delivery.

- Experience delivering customer-facing digital products or voice self-service solutions.

- Hands-on experience with Amazon Connect and Amazon Lex or similar conversational AI platforms.

- Experience delivering AI/LLM-powered customer experiences.

- Strong understanding of IVR design principles, self-service journeys, and contact center performance metrics.

- Experience working with Agile teams and managing product backlogs.

- Excellent stakeholder management, communication, and requirements documentation skills.

- Ability to translate business requirements into technical specifications and lead complex enterprise initiatives.

Preferred Qualifications:

- Experience in banking, financial services, or other regulated industries.

- Knowledge of enterprise architecture, compliance, and contact center security requirements.

- Experience with AWS-based customer experience solutions.

- Familiarity with voice analytics, automation, and AI-driven customer service optimization.

Key Performance Indicators:

- Successful deployment of Amazon Connect capabilities.

- Improved IVR containment and self-service adoption.

- Increased First Contact Resolution and reduced unnecessary call transfers.

- Improved CSAT and overall customer experience.

- Faster product delivery and high-quality requirements documentation.

- Effective cross-functional collaboration and stakeholder alignment.

Key Skills:

- Product Management, Product Ownership, Amazon Connect, IVR, Customer Experience Design, Amazon Lex, Conversational AI, Generative AI, LLM, Voice Self-Service, Contact Center Technology, Customer Journey Mapping, Agile, Product Roadmap, Backlog Management, CSAT, NPS, First Contact Resolution, Banking, Financial Services.

Preferred Candidate Profile:

The ideal candidate is a senior product professional with deep Amazon Connect and IVR expertise, a strong understanding of customer experience design, and proven experience delivering AI-enabled voice self-service solutions. The candidate should be capable of independently driving product strategy, coordinating enterprise technology delivery, and improving customer experience through measurable business outcomes.

Experience Manager - Amazon Connect, IVR & Conversational AI