Experience Manager

IntraEdge; Hyderabad; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

IntraEdge in Hyderabad is seeking a seasoned Product Manager to own the Amazon Connect voice self-service roadmap, define epics and acceptance criteria, and design IVR and conversational AI journeys.

You will partner with engineering, UX, Compliance, Architecture and AWS to deploy capabilities, prioritize backlog by customer value, and lead AI/LLM-enabled customer experiences while ensuring regulatory alignment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ years of Product Management or Product Owner experience.
• Strong experience with contact center technologies.
• 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 for self service intents.
• Experience deploying AI/LLM-powered customer experiences.
• Financial Services or Banking experience is good to have.
• Knowledge of IVR design best practices.

Responsibilities

• 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 and CX.
• 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.

Skills

Product management

Stakeholder management

Agile methodologies

Communication

Requirements analysis

Enterprise initiatives

Customer experience design

Education

Bachelor’s degree or equivalent experience

Tools

Amazon Connect

Amazon Lex

Job description

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)

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.

Qualifications

Bachelor’s degree or equivalent experience.

6+ years of Product Management or Product Owner experience.

Strong experience with contact center technologies.

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 for self service intents.

Experience deploying AI/LLM-powered customer experiences.

Financial Services or Banking experience is good to have.

Knowledge of IVR design best practices.

Familiarity with contact center KPIs including:

• Containment
• CSAT
• NPS
• Average Handle Time
• Transfer Rate
• Reporting

Success Measures

Successful deployment of Amazon Connect capabilities.

Increased IVR containment through self service.

High-quality requirements and documentation.