Product Owner

Blue Spire Inc; Hyderabad; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading tech and financial services firm in Hyderabad is seeking a seasoned Experience Owner/Product Owner to lead the strategy and delivery of customer interaction platforms. The ideal candidate will have 8–12 years of experience in product management, particularly within BFSI or FinTech environments, and strong expertise in AWS Connect. This role involves owning the product vision and collaborating with multifunctional teams to optimize customer journeys across various channels in a compliant environment. Full-time position with competitive benefits.

Qualifications

• 8–12 years of experience as a Product Owner, Experience Owner, or Product Manager.
• Strong understanding of customer journey mapping and experience design.
• Expertise in regulatory compliance across customer interaction flows.

Responsibilities

• Own product vision, strategy, and roadmap for contact center platforms.
• Lead AWS Connect-based contact center initiatives.
• Collaborate with engineering teams on AWS Connect and integrations.

Skills

Experience owning CX platforms in BFSI/FinTech environments

Hands-on experience with Amazon Connect (AWS Connect)

Agile product management expertise

Strong data-driven mindset

Stakeholder and cross-functional leadership skills

Tools

Amazon Connect

Amazon Lex

Lambda

CRM integrations

Job description

We are looking for a seasoned Experience Owner / Product Owner with strong AWS Connect and Contact Center domain expertise to lead the strategy, design, and delivery of customer interaction platforms. The role requires ownership of end-to-end customer journeys across voice, chat, and digital channels, ensuring compliance, scalability, and superior customer experience in regulated financial environments.

You will work closely with engineering, UX, compliance, operations, and business stakeholders to modernize and optimize Amazon Connect–based contact center solutions.

Key Responsibilities

• 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.
• 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 (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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Information Technology & Services and Banking