Senior Product Manager

GeekSoft Consulting; Hyderabad; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

GeekSoft Consulting is seeking a Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform.

You will define requirements, customer journeys, and deployment strategies for next-generation IVR and self-service capabilities, working with AWS, Lex and LLMs to deliver scalable enterprise solutions.

Qualifications

• 6+ years of experience in Product Management or Product Owner roles.
• Senior product manager to lead evolution of Amazon Connect voice and conversational AI platform.
• Define requirements, customer journeys, and deployment strategies for IVR and self-service powered by Amazon Connect, Lex and LLMs.
• Own and drive the product roadmap for Amazon Connect voice and self-service capabilities.
• Define business requirements, epics, user stories, acceptance criteria, and specs.
• Design intuitive customer journeys for IVR and conversational AI experiences.
• Partner with engineering/architecture to deliver capabilities within Amazon Connect ecosystem.
• Lead the implementation of LLM-powered voice experiences and AI-enabled interactions.
• Collaborate with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
• Prioritize and manage backlog based on value, priorities, and measurable outcomes.

Responsibilities

• Help design, build and improve the clients online platform.
• Research, suggest and implement new technology solutions following best practices/standards.
• Ensure resiliency and availability of different products.
• Be a productive member of the team.

Skills

Product management

Product owner

Agile methodologies

Stakeholder management

Communication

Amazon Connect

Amazon Lex

LLMs

IVR design

Conversational AI

UX collaboration

Deployment strategies

AWS

Regulatory compliance

Education

Bachelor’s degree or equivalent

Tools

Amazon Connect

Amazon Lex

Job description

• Help design, build and continuously improve the clients online platform.
• Research, suggest and implement new technology solutions following best practices/standards.
• Take responsibility for the resiliency and availability of different products.
• Be a productive member of the team.

Requirements

• 6+ years of experience in Product Management or Product Owner roles.
• Experienced Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform.
• Responsible for defining product requirements, customer journeys, and deployment strategies for next-generation IVR and self-service capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).
• Own and drive the product roadmap for Amazon Connect voice and self-service capabilities.
• Define business requirements, epics, user stories, acceptance criteria, and product specifications.
• Design intuitive and effective customer journeys for IVR and conversational AI experiences.
• Partner with engineering and architecture teams to deliver and deploy capabilities within the Amazon Connect ecosystem.
• Lead the implementation of LLM-powered voice experiences and AI-enabled customer interactions.
• Collaborate closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
• Prioritize and manage the product backlog based on customer value, business priorities, and measurable outcomes.
• Drive improvements across key contact center metrics, including: IVR containment, Customer Experience (CX), Call deflection, First Contact Resolution (FCR)
• Participate in testing, UAT, production readiness, deployment, and rollout planning.
• Analyze customer interaction and contact center data to identify opportunities for product enhancement.
• Ensure solutions align with enterprise architecture, security, compliance, and regulatory requirements.
• Bachelor’s degree or equivalent professional experience.
• Strong experience with contact center technologies and digital technology delivery.
• Proven experience delivering customer-facing digital, voice, or self-service products.
• Experience working with Agile product and engineering teams.
• Strong ability to translate business requirements into clear technical requirements and actionable product specifications.
• Excellent communication, stakeholder management, and collaboration skills.
• Demonstrated experience leading complex enterprise technology initiatives.
• Hands-on or strong functional experience with Amazon Connect.
• Experience with Amazon Lex, conversational AI, and self-service intent design.
• Experience in Financial Services or Banking environments is preferred.
• Strong understanding of IVR and conversational experience design best practices.
• Familiarity with contact center KPIs such as: Containment Rate, CSAT, NPS, Average Handle Time (AHT), Transfer Rate, Contact Center Reporting and Analytics
• Successful delivery and adoption of Amazon Connect capabilities.
• Increased IVR containment and self-service adoption.
• Improved customer experience and satisfaction.
• Reduced call transfers and improved First Contact Resolution.
• Faster and more predictable product delivery.
• High-quality product requirements, documentation, and user journeys.
• Effective collaboration across business, operations, architecture, UX, compliance, and engineering teams.
• This is a highly cross-functional position requiring a strong understanding of both customer experience and contact center technology. Bridge business, operations, and technology teams to deliver scalable, intelligent self-service solutions that improve customer satisfaction, increase call containment, and enhance overall contact center performance.
• A challenging, innovating environment.
• Opportunities for learning where needed.