Experience Owner - Amazon Connect Voice Self-Service

IntraEdge · India

Experience Owner – Amazon Connect Voice Self-Service

Location: Hyderabad

Experience: 6+ Years

Role: Product Owner / Experience Owner – Voice & Conversational AI

Domain: Banking / Financial Services

Job Overview

We are looking for an experienced Experience Owner with 6+ years of experience in Product Management, Product Ownership, or digital technology delivery, with strong expertise in Amazon Connect, voice self-service, IVR, conversational AI, and customer experience .

The candidate will own the roadmap and delivery of voice self-service capabilities, working closely with engineering, UX, operations, architecture, compliance, AWS, and business teams to deliver intuitive and scalable customer experiences.

Key Responsibilities

Product Strategy & Roadmap

• Own and manage the product roadmap for Amazon Connect voice self-service capabilities .
• Define product vision, priorities, milestones, and delivery plans aligned with customer needs and business outcomes.
• Prioritize features and backlog based on customer value, business impact, technical feasibility, and strategic objectives.
• Identify opportunities to improve customer experience, automation, and self-service adoption.

Requirements & Product Definition

• Translate business needs into clear business requirements, epics, user stories, and acceptance criteria .
• Work closely with engineering and architecture teams to define technical requirements and solution approaches.
• Ensure requirements are clear, complete, measurable, and aligned with enterprise standards.
• Manage product backlog and maintain appropriate documentation throughout the delivery lifecycle.

Voice, IVR & Conversational AI

• Design intuitive customer journeys for IVR and conversational AI experiences .
• Define self-service flows that reduce customer effort and improve resolution rates.
• Guide the implementation of LLM-powered voice experiences and AI-enabled customer interactions .
• Partner with technical teams to integrate conversational AI capabilities within Amazon Connect.
• Apply IVR and voice experience best practices to improve usability, containment, and call outcomes.

Amazon Connect & Delivery

• Partner with engineering teams to design, develop, test, and deploy capabilities within Amazon Connect .
• Participate in solution design, testing, UAT, production readiness, rollout, and post-production validation.
• Work with AWS and enterprise architecture teams to ensure solutions are scalable, secure, and aligned with technical standards.
• Identify and resolve delivery dependencies, risks, and blockers.

Customer Experience & Performance

• Analyze customer interaction data and identify opportunities for continuous improvement.
• Drive improvements in key contact center metrics such as:
• IVR containment
• Call deflection
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Average Handle Time (AHT)
• Transfer rate
• Use data and customer feedback to refine journeys, self-service capabilities, and product priorities.

Stakeholder Collaboration

• Collaborate with UX, Operations, Compliance, Architecture, AWS, Engineering, Product, and business stakeholders .
• Ensure solutions meet regulatory, security, compliance, and enterprise architecture requirements.
• Communicate product vision, priorities, progress, risks, and outcomes effectively to senior stakeholders.
• Build strong cross-functional partnerships and drive initiatives through successful delivery.

Required Skills & Experience

• 6+ years of experience in Product Management, Product Ownership, Experience Ownership, or digital technology delivery.
• Strong understanding of contact center technologies and customer-facing digital/voice products .
• Experience with IVR, voice self-service, conversational AI, or customer experience platforms .
• Strong ability to translate business requirements into technical requirements.
• Experience working with Agile methodologies and product backlogs.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Experience delivering complex enterprise technology initiatives.

Preferred Skills

• Hands-on experience with Amazon Connect .
• Experience with Amazon Lex and conversational AI self-service intents.
• Experience with AI/LLM-powered customer experiences .
• Banking or financial services experience.
• Strong understanding of IVR and contact center best practices.
• Familiarity with contact center analytics and performance metrics.