Information Technology Product Manager in New York

Seeking an experienced Senior Product Manager to lead the evolution of their Amazon Connect voice and conversational AI platform. This role is responsible for defining product requirements, customer journeys, and deployment strategy for next- IVR capabilities powered by Amazon Connect, Amazon Lex, and Large Models

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This is a highly cross-functional role requiring someone who understands both the customer experience and the underlying Amazon Connect ecosystem. The ideal candidate can bridge business, operations, and technology teams to successfully deliver scalable self-service experiences that improve customer satisfaction while increasing call containment.

Strong product management experience

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Ability to write clear requirements and user stories

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Experience leading cross-functional teams

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Experience working with digital products and customer-facing technologies

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Ability to communicate effectively with executives, business stakeholders, and technical teams

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Sufficient technical knowledge to participate in architecture and technology discussions without being a hands-on engineer, * Bachelor’s degree or equivalent experience \n

• 6+ years of Product Management or Product Owner experience \n

• Strong experience with contact center technologies \n

• Strong experience in digital technology delivery \n

• Experience delivering customer-facing digital or voice products \n

• Experience working with Agile teams \n

• Strong communication and stakeholder management skills \n

• Ability to translate business needs into technical requirements \n

• Experience leading complex enterprise initiatives \n, n

• Experience with Amazon Lex or conversational AI \n

• Experience deploying AI/LLM-powered customer experiences \n

• Financial Services or Banking experience \n

• Knowledge of IVR design best practices \n

• Experience working with AWS Professional Services \n

• Familiarity with contact center KPIs including Containment, CSAT, NPS, Average Handle Time, Transfer Rate \n, We are looking for an experienced Senior Experience Owner to lead the product strategy and customer experience for Fraud Communications across multiple customer channels., This role owns the end-to-end customer experience for fraud notifications and communications, including SMS, email, outbound voice, inbound IVR, and future AI-enabled engagement capabilities. The ideal candidate combines strong product management skills with fraud domain expertise and understands how to deliver exceptional customer experiences while operating in a highly regulated environment., * Bachelor’s degree or equivalent experience \n

• 6+ years in Product Management, Experience Ownership, or Product Ownership \n

• Strong experience leading customer-facing products \n

• Experience working in Agile environments \n

• Ability to work across business and technology organizations \n

• Strong analytical and problem-solving skills. \n, * Experience in Fraud Operations or Fraud Prevention \n

• Banking or Financial Services experience \n

• Experience with Amazon Connect \n

• Experience with customer communications platforms \n

• Experience with SMS, email, outbound dialing, and customer notification systems \n

• Experience working with AWS technologies \n

• Knowledge of fraud workflows and customer authentication

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• Own the product roadmap for Amazon Connect voice self-service capabilities \n

• Define business requirements, epics, user stories, and acceptance criteria \n

• Design intuitive customer journeys for IVR and conversational AI experiences \n

• Partner with engineering teams to successfully deploy capabilities within Amazon Connect \n

• Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions \n

• Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams \n

• Prioritize product backlog based on customer value and business outcomes \n

• Drive improvements in: IVR containment, Customer Experience (CX), Call deflection, First Contact Resolution \n

• Participate in testing, UAT, production readiness, and rollout planning \n

• Analyze customer interaction data and recommend product improvements \n

• Ensure solutions align with enterprise architecture and regulatory requirements \n

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