Own
product vision, strategy, and roadmap
for contact center and customer experience platforms.
Lead
AWS Connect–based contact center initiatives
, including IVR, routing, omnichannel experiences, and integrations.
Define and optimize
end-to-end customer journeys
across voice, chat, messaging, and self-service.
Translate business and CX requirements into
clear product backlogs, user stories, and acceptance criteria
.
Collaborate with engineering teams on
AWS Connect, Lex, Lambda, APIs, and CRM integrations
.
Drive
data-driven decisions
using contact center KPIs (AHT, FCR, CSAT, NPS, containment rate).
Ensure
regulatory compliance
(KYC, AML, PCI-DSS, RBI or equivalent) across customer interaction flows.
Partner with risk, fraud, and operations teams to embed
fraud prevention and authentication strategies
.
Act as the primary stakeholder interface for leadership, vendors, and delivery teams.
Support UAT, production readiness, and post-launch optimization.

Mandatory Skills & Experience (Must-Have)

8–12 years of experience
as a Product Owner / Experience Owner / Product Manager.
Hands-on experience with Amazon Connect (AWS Connect)
– mandatory.
Strong Contact Center domain experience
(IVR, call flows, routing strategies, agent experience, omnichannel).
Experience owning
CX platforms in BFSI / FinTech environments
.
Strong understanding of
customer journey mapping and experience design
.
Expertise in
Agile product management
(Scrum / SAFe).
Proven
stakeholder and cross-functional leadership
skills.
Strong
data-driven mindset
with experience in CX and operational metrics.
Solid understanding of
financial risk, fraud, and regulatory compliance
.

Good-to-Have / Preferred Skills

Exposure to
Amazon Lex, Lambda, API Gateway, CRM integrations
.
Familiarity with
AWS cloud ecosystem
and serverless architectures.
Experience with
experimentation, A/B testing, and CX optimization
.
Knowledge of
AI/automation in contact centers
(chatbots, voice bots, sentiment analysis, Contact Lens).
UX research exposure (usability testing, persona-driven design).
Experience working with
large-scale enterprise contact center migrations
.

Who Should Apply

Product leaders who have
owned contact center or CX platforms
, not just feature delivery.
Candidates comfortable working in
regulated financial environments
.
Professionals who can balance
customer experience, technology, and compliance
.

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