Senior Product Manager

• Help design, build and continuously improve the clients online platform.
  
• Research, suggest and implement new technology solutions following best practices/standards.
  
• Take responsibility for the resiliency and availability of different products.
  
• Be a productive member of the team.
  

Requirements

• 6+ years of experience in Product Management or Product Owner roles.
  
• Experienced Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform.
  
• Responsible for defining product requirements, customer journeys, and deployment strategies for next-generation IVR and self-service capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).
  
• Own and drive the product roadmap for Amazon Connect voice and self-service capabilities.
  
• Define business requirements, epics, user stories, acceptance criteria, and product specifications.
  
• Design intuitive and effective customer journeys for IVR and conversational AI experiences.
  
• Partner with engineering and architecture teams to deliver and deploy capabilities within the Amazon Connect ecosystem.
  
• Lead the implementation of LLM-powered voice experiences and AI-enabled customer interactions.
  
• Collaborate closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
  
• Prioritize and manage the product backlog based on customer value, business priorities, and measurable outcomes.
  
• Drive improvements across key contact center metrics, including: IVR containment, Customer Experience (CX), Call deflection, First Contact Resolution (FCR)
  
• Participate in testing, UAT, production readiness, deployment, and rollout planning.
  
• Analyze customer interaction and contact center data to identify opportunities for product enhancement.
  
• Ensure solutions align with enterprise architecture, security, compliance, and regulatory requirements.
  
• Bachelor’s degree or equivalent professional experience.
  
• Strong experience with contact center technologies and digital technology delivery.
  
• Proven experience delivering customer-facing digital, voice, or self-service products.
  
• Experience working with Agile product and engineering teams.
  
• Strong ability to translate business requirements into clear technical requirements and actionable product specifications.
  
• Excellent communication, stakeholder management, and collaboration skills.
  
• Demonstrated experience leading complex enterprise technology initiatives.
  
• Hands-on or strong functional experience with Amazon Connect.
  
• Experience with Amazon Lex, conversational AI, and self-service intent design.
  
• Experience delivering AI/LLM-powered customer experiences.
  
• Experience in Financial Services or Banking environments is preferred.
  
• Strong understanding of IVR and conversational experience design best practices.
  
• Familiarity with contact center KPIs such as: Containment Rate, CSAT, NPS, Average Handle Time (AHT), Transfer Rate, Contact Center Reporting and Analytics
  
• Successful delivery and adoption of Amazon Connect capabilities.
  
• Increased IVR containment and self-service adoption.
  
• Improved customer experience and satisfaction.
  
• Reduced call transfers and improved First Contact Resolution.
  
• Faster and more predictable product delivery.
  
• High-quality product requirements, documentation, and user journeys.
  
• Effective collaboration across business, operations, architecture, UX, compliance, and engineering teams.
  
• This is a highly cross-functional position requiring a strong understanding of both customer experience and contact center technology. Bridge business, operations, and technology teams to deliver scalable, intelligent self-service solutions that improve customer satisfaction, increase call containment, and enhance overall contact center performance.
  
  
  

Benefits

• A challenging, innovating environment.
  
• Opportunities for learning where needed.