Voice / IVR Product Owner

Amazon.com, Inc.

Owings Mills, MD, United States

about 1 month ago

Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Compensation

$120,000.0 - $130,000.0

Working hours

Regular working hours

Job source

mondo.gosnaphop.com

Tech stack

Automatic Call Distributor Agile Methodology Artificial Intelligence Amazon Web Services Business Systems Customer Interaction Management (Software) Microsoft Office Scrum Methodology Amazon Connect Chatbots Cloud Migration Amazon Lex

+1 more

Workday

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

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, * 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