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:

1. IVR containment

2. Call deflection

3. First Contact Resolution (FCR)

4. Customer Satisfaction (CSAT)

5. Average Handle Time (AHT)

6. 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.

Requirements added by the job poster:

- 4+ years of work experience with Amazon Connect

- 3+ years of work experience with Interactive Voice Response (IVR)