IntraEdge - Senior Product Manager - Amazon Connect & Conversational AI

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