Blue Spire Inc
Website:
thebluespire.com
Job details:
Experience: 10+ Years
Role: Senior Product Manager / Product Owner
Blue Spire is seeking an experienced Senior Product Manager / Product Owner to lead the evolution of its Amazon Connect voice and conversational AI platform.
This role will be responsible for defining product requirements, customer journeys, product roadmap, and deployment strategy for next-generation voice and IVR capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).
The role requires a highly cross-functional product leader who understands both customer experience and the underlying contact center technology ecosystem. The ideal candidate will bridge business, operations, UX, architecture, compliance, AWS, and engineering teams to successfully deliver scalable self-service experiences that improve customer satisfaction, increase call containment, and drive measurable business outcomes.
Key Responsibilities
- Own and manage the product roadmap for Amazon Connect voice self-service capabilities.
- Define business requirements, product requirements, epics, user stories, and acceptance criteria.
- Translate business and customer needs into clear, actionable technical requirements for engineering teams.
- Design and continuously improve customer journeys for IVR, voice self-service, and conversational AI experiences.
- Partner closely with engineering and architecture teams to successfully design and deploy capabilities within the Amazon Connect ecosystem.
- Guide the implementation of LLM-powered voice experiences and AI-enabled customer interactions.
- Work closely with UX, Operations, Compliance, Architecture, AWS, and Engineering teams to deliver product capabilities.
- Own and prioritize the product backlog based on customer value, business outcomes, technical dependencies, and organizational priorities.
- Drive improvements in:
- 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 improvements.
- Use customer feedback, operational metrics, and business outcomes to continuously refine product capabilities.
- Ensure solutions align with enterprise architecture, security, compliance, and regulatory requirements.
- Lead complex enterprise initiatives involving multiple business and technology stakeholders.
- Facilitate communication between business stakeholders and technical teams throughout the product lifecycle.
- Support product demonstrations, stakeholder reviews, release planning, and production rollout activities.
- Monitor product performance and recommend enhancements to improve self-service adoption and customer outcomes.
Mandatory Qualifications
- Bachelor’s degree or equivalent professional experience.
- 6+ years of experience in Product Management or Product Ownership.
- Strong experience with contact center technologies.
- Strong experience in digital technology/product delivery.
- Experience delivering customer-facing digital or voice products.
- Strong understanding of Agile/Scrum product delivery.
- Experience defining business requirements, product requirements, epics, user stories, and acceptance criteria.
- Strong experience with product backlog management and prioritization.
- Ability to translate business requirements into technical requirements and effectively work with engineering teams.
- Experience leading complex enterprise technology initiatives.
- Strong communication and stakeholder management skills.
- Experience working cross-functionally with business, technology, UX, operations, architecture, and engineering teams.
- Experience participating in testing, UAT, production readiness, and rollout/deployment activities.
Preferred Qualifications
- Hands-on or strong working experience with Amazon Connect.
- Experience with Amazon Lex / Lex V2.
- Experience designing or delivering IVR and voice self-service solutions.
- Experience with conversational AI and self-service intents.
- Experience delivering AI/LLM-powered customer experiences.
- Experience with Generative AI / LLM-based voice or conversational experiences.
- Financial Services / Banking / BFSI experience.
- Strong understanding of IVR design and customer journey best practices.
- Familiarity with contact center KPIs and reporting, including:
- IVR Containment
- Call Deflection
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Average Handle Time (AHT)
- Transfer Rate
- First Contact Resolution (FCR)
- Experience analyzing customer interaction data and contact center metrics.
- Understanding of enterprise architecture and regulatory requirements.
- Exposure to AWS ecosystem and cloud-based customer experience solutions.
Product & Technology Skills
Product Management / Product Ownership:
Product Roadmap, Product Backlog, Product Prioritization, Requirements Gathering, Business Requirements, Product Requirements, Epics, User Stories, Acceptance Criteria, Agile, Scrum, UAT, Product Testing, Production Readiness, Release & Rollout Planning
Contact Center & Voice:
Amazon Connect, Contact Center, IVR, Voice Self-Service, Call Containment, Call Deflection, First Contact Resolution, Customer Experience, Customer Journey, Contact Center Analytics
Conversational AI:
Amazon Lex, Lex V2, Conversational AI, Self-Service Intents, LLM, Generative AI, AI-Powered Customer Experiences
Customer & Business:
Digital Products, Customer-Facing Products, CX, CSAT, NPS, AHT, Transfer Rate, Customer Interaction Analytics, Reporting
Enterprise Delivery:
Stakeholder Management, Cross-Functional Collaboration, Engineering Collaboration, UX, Operations, Architecture, Compliance, AWS, Enterprise Architecture, Regulatory Requirements
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