Job Function : Product Management / Technical Product Ownership

Industry : Banking / Financial Services

Joining : 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.

- Strong 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.