Contact Center Product Manager
Geeksoft Consulting (company site, opens in a new tab)8–13 yrsHyderabadOn-siteDirect career pageEst. 30–45 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own the roadmap and delivery of Amazon Connect voice, IVR, self-service and conversational AI capabilities, including LLM-powered customer interactions.
- Define customer journeys, product requirements and backlog; partner with engineering, architecture, UX, operations and compliance through testing, launch and rollout.
- Improve contact-center outcomes such as IVR containment, self-service adoption, customer experience, call transfers and First Contact Resolution using interaction data and performance metrics.
Minimum Requirements
- Work Experience Required: 8–13 years in Product Management or Product Owner roles.
- Bachelor’s degree or equivalent professional experience.
- Strong contact-center technology and digital delivery experience, including hands-on or strong functional experience with Amazon Connect; experience delivering customer-facing digital, voice or self-service products.
- Location: Hyderabad or Chennai.
Ideal Candidate Profile
- Has delivered Amazon Connect capabilities and can translate business needs into clear technical requirements, user stories and customer journeys for voice and self-service products.
- Brings experience with Amazon Lex, conversational AI, intent design and AI/LLM-powered customer experiences; understands contact-center KPIs and analytics.
- Enterprise product delivery experience across Agile engineering and cross-functional stakeholders is relevant; Financial Services or Banking experience is preferred.