Senior Product Manager
Axelon
Summary:
- Duration: Contract-to-Hire
- Work Mode: Not specified
- Own the product roadmap for Amazon Connect voice self-service capabilities.
- Define business requirements, epics, user stories, and acceptance criteria.
- Design intuitive customer journeys for IVR and conversational AI experiences.
- Partner with engineering teams to successfully deploy capabilities within Amazon Connect.
- Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.
- Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
- Prioritize product backlog based on customer value and business outcomes.
- Drive improvements in IVR containment, Customer Experience (CX), call deflection, and First Contact Resolution.
- Participate in testing, UAT, production readiness, and rollout planning.
- Analyze customer interaction data and recommend product improvements.
- Ensure solutions align with enterprise architecture and regulatory requirements.
- Bachelor's degree or equivalent experience.
- Minimum 6 years of Product Management or Product Owner experience.
- Strong experience with contact center technologies.
- Strong experience in digital technology delivery.
- Experience delivering customer-facing digital or voice products.
- Experience working with Agile teams.
- Strong communication and stakeholder management skills.
- Ability to translate business needs into technical requirements.
- Experience leading complex enterprise initiatives.
- Experience with Amazon Connect.
- Experience with Amazon Lex or conversational AI.
- Experience deploying AI/LLM-powered customer experiences.
- Financial Services or Banking experience.
- Knowledge of IVR design best practices.
- Experience working with AWS Professional Services.
- Familiarity with contact center KPIs including Containment, CSAT, NPS, Average Handle Time, Transfer Rate.
Vacancy posted 4 days ago
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