Experience owner – amazon connect voice self-service

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.