Description

5 or more years of experience in technical product management delivering conversational AI and contact center software solutions.

Proficiency in configuring Amazon Connect and architecting advanced cloud-hosted voice self-service systems.

Experience with designing intuitive customer journeys, IVR containment trees, and natural language processing applications.

Experience in guiding the deployment of LLM-powered voice experiences and AI-enabled automated customer interactions.

Experience with Agile product methodologies including authoring epics, user stories, and managing product backlogs.

Experience in tracking and optimizing operational contact center metrics including call deflection and first contact resolution.

Excellent communication and leadership skills to align UX, architecture, compliance, and engineering teams cross-functionally.

Job Responsibilities

Own and execute the strategic product roadmap for enterprise Amazon Connect voice self-service capabilities.

Define detailed business requirements, technical user stories, and strict acceptance criteria to drive software sprint cycles.

Design intuitive customer interaction journeys for next-generation IVR and conversational artificial intelligence experiences.

Partner with software development and AWS infrastructure engineering teams to successfully deploy robust voice capabilities.

Guide the seamless integration of large language model (LLM) voice engines into automated customer workflows.

Drive continuous metrics optimization to systematically improve IVR containment, call deflection, and first contact resolution.

Manage and prioritize the active product backlog to consistently deliver measurable customer experience (CX) business value

Key Skills

Education

Bachelor's degree