Sr Product Manager
Greeksoft Technologies · Hyderabad · onsite · Posted 41d ago
Undisclosed6–11 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Responsibilities
Qualifications / Requirements
Skills
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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.
Responsibilities
- Responsible for defining product requirements, customer journeys, and deployment strategies for next-generation IVR and self-service capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).
- 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.
- 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.
Qualifications / 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.
- Bachelor 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.
Skills
- Amazon Connect
- Amazon Lex
- LLMs
- AI-powered customer experiences
- IVR design
- Self-service design
- Agile product management
- Stakeholder management
- Customer journey design
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
CSATCustomer Experiencecustomer satisfactionAgileAmazon connectcontact centeramazon web servicesBusiness RequirementslexAnalyticsBankingConversational Aicontact center technologyAverage Handle TimeArchitecturecomplianceAhtArtificial Intelligence
About Greeksoft Technologies
Greeksoft Technologies
Financial Services
75
employees
1997
29 years old
Mumbai
US
₹6.6L PA avg
Avg at Greeksoft Technologies
About
GeekSoft Consulting Pvt. Ltd. is a technology consulting and solutions provider specializing in IT services, software development, and enterprise support. The company focuses on delivering customized digital solutions, resource management, and consulting expertise to help organizations optimize operations and drive growth. It offers career opportunities in software engineering, consulting, and project management, supporting its mission to provide reliable and innovative technology services across industries.
Industries
Financial Services
Employee ratings
10 reviews
3.7/ 5
Culture
2.9
Career growth
2.7
Work-life
3.1
Employees rate it well for
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