Voice / IVR Product Owner (Amazon Connect)

Job Description

Seeking a Voice / IVR Product Owner to lead the product strategy and execution for Amazon Connect and contact center technologies. This individual will own the product roadmap and backlog while partnering with business, engineering, operations, and architecture teams to modernize customer engagement, IVR, authentication, and AI-powered voice experiences.

Day-to-Day Responsibilities

• Own the product roadmap, backlog, and Agile delivery for Amazon Connect and IVR initiatives
• Define, prioritize, and refine user stories and product requirements
• Lead contact center modernization and cloud migration initiatives
• Partner with engineering, architecture, operations, and business stakeholders to deliver voice and customer experience enhancements
• Drive initiatives related to IVR, call routing, authentication, CRM integrations, and self-service capabilities
• Evaluate and implement Amazon Connect AI capabilities including conversational AI, call summarization, agent assist, voice analytics, and intelligent automation
• Monitor operational KPIs and customer experience metrics to identify opportunities for improvement
• Support cross-functional planning, product strategy, and release execution

Minimum Requirements

• 5 years of Product Owner, Product Management, or Business Analysis experience
• Hands-on experience with Amazon Connect and cloud contact center technologies
• Experience supporting contact center modernization or cloud migration initiatives
• Strong understanding of IVR design, call routing, authentication workflows, and customer service operations
• Experience managing Agile backlogs, user stories, sprint planning, and product roadmaps
• Experience partnering with engineering, architecture, operations, and business stakeholders
• Exposure to Workday transactions
• Proficiency with Microsoft Office Suite
• Strong leadership, communication, critical thinking, and stakeholder management skills
• Detail-oriented with excellent judgment, professionalism, and a customer-service mindset

Preferred Qualifications

• Financial services or other regulated industry experience
• Experience with AWS, Amazon Lex, Contact Lens, or CRM integrations
• Experience with AI-powered customer engagement solutions
• Omnichannel customer experience experience
• Contact center analytics and KPI reporting experience