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.
  
  


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• 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.