Senior Product Manager Amazon Connect & Conversational AI Only W2

Title: Sr Product Manager

Location: Westwood, MA 02090 (Flexible - works 4 days or less in the office)

Duration: 6 Months contract-to-hire

Notes: 

• Is Amazon Connect preferred or required? Amazon Connect is required

• What are the candidates lacking that have been interviewing on the perm side?

AWS Connect Knowledge and LLM Driven IVR Knowledge.

• Is this more a strategic role or hands on/ technical? Hands On Role where they can help provide some type of directions to technical people. Need to be digitally savvy product managers.

• Would you tell us more about the roadmap (timeline) for Amazon Connect to be live.

We are going live with AWS Connect end of this year and next year continue to build the capabilities out and fine tune it for more voice driven self service IVR solution.

• Is the role more on the contact center communication or on the product side of things?

Role is on the product side.

• What else might you be looking for in a candidate to make them stand out?

Candidate must be a problem solver and experienced in delivery roles.

• Is automation experience important? Automation experience is not important.

• How many days in office are folks expected to be each week?

3 days in the office if they are close to an office location.

• Will interviews be individual or panel interviews? How many rounds?

2 rounds of interview. 1st will be panel. final will be with me alone.

They should have had product manager experience that has IVR and contact center as part of that. AWS Connect will be a good to have. But not required if they have worked on other solutions like Nice or Google or Cisco.

Looking for people who know have owned end to end...what we have noticed is that they are missing the details we'd expect to see from a PO, some answers are generic or not specific

Need a product owner that can do AWS Connect work for contact center matters.

Job Description:

Senior Product Manager – Amazon Connect & Conversational AI (Contract-to-Hire)

Position Summary:

We are seeking an experienced Senior Product Manager to lead the evolution of our Amazon Connect voice and conversational AI platform. This role is responsible for defining product requirements, customer journeys, and deployment strategy for next-generation IVR capabilities powered by Amazon Connect, Amazon Lex, and Large Language Models (LLMs).

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.

Responsibilities:

Own the product roadmap for Amazon Connect voice self-service capabilities.

Define business requirements, epics, user stories, and acceptance criteria.

Design intuitive customer journeys for IVR and conversational AI experiences.

Partner with engineering teams to successfully deploy capabilities within Amazon Connect.

Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.

Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.

Prioritize product backlog based on customer value and business outcomes.

Drive improvements in:

IVR containment

Customer Experience (CX)

Call deflection

First Contact Resolution

Participate in testing, UAT, production readiness, and rollout planning.

Analyze customer interaction data and recommend product improvements.

Ensure solutions align with enterprise architecture and regulatory requirements.

Required Qualifications:

Bachelor’s degree or equivalent experience.

6+ years of Product Management or Product Owner experience.

Strong experience with contact center technologies.

Strong experience in digital technology delivery.

Experience delivering customer-facing digital or voice products.

Experience working with Agile teams.

Strong communication and stakeholder management skills.

Ability to translate business needs into technical requirements.

Experience leading complex enterprise initiatives.

Preferred Qualifications:

Experience with Amazon Connect.

Experience with Amazon Lex or conversational AI.

Experience deploying AI/LLM-powered customer experiences.

Financial Services or Banking experience.

Knowledge of IVR design best practices.

Experience working with AWS Professional Services.

Familiarity with contact center KPIs including:

• Containment
• CSAT
• NPS
• Average Handle Time
• Transfer Rate

Success Measures:

Successful deployment of Amazon Connect capabilities.

Increased IVR containment.

Improved customer experience.

Faster product delivery.

High-quality requirements and documentation.

Strong cross-functional collaboration.