Product Manager

Data Engineer

Responsibilities

• Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms, balancing business priorities, operational needs and technical feasibility.
• Serve as the in-house Subject Matter Expert (SME) for Amazon Connect, providing product leadership, platform governance and best practices across the organisation.
• Engage business stakeholders to understand customer and operational pain points, translate requirements into product features, user stories and prioritised backlog items.
• Drive continuous enhancement of contact centre capabilities, including IVR, intelligent routing, omni-channel engagement, self-service and AI-powered customer service experiences.
• Define solution approaches and work closely with vendors, architects and development teams to deliver new capabilities and platform enhancements.
• Oversee the administration and configuration of Amazon Connect, including contact flows, queues, routing profiles, users, reporting and platform configuration.
• Lead end-to-end delivery of new features and enhancements, including planning, solution validation, SIT, UAT, production deployment and post-implementation review.
• Monitor platform performance, customer experience and operational metrics, identifying opportunities for optimisation and continuous improvement.
• Partner with cross-functional teams to integrate Amazon Connect with CRM, AI, analytics and other enterprise platforms.

Requirements

• Degree in Information Technology, Computer Science, Business or related disciplines.
• At least 3 years of relevant experience in business analysis, contact centre systems or customer experience platforms.
• Hands-on experience in administering and supporting Amazon Connect is mandatory.
• Familiarity with AWS services supporting Amazon Connect, such as Lambda, S3, IAM and CloudWatch.
• Strong understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles and contact flows.
• Experience in requirements gathering, process analysis and stakeholder management.
• Experience working with system vendors to support operations, incidents, defects and enhancements.
• Experience in system testing, including SIT and UAT.

Interested applicants can also email CV at ***email_hidden*** (for faster processing, please state the exact job / position title applied “Product Manager"

Only shortlisted candidates will be notified.

EA License Number: 10C3636

EA Personnel Name: Chauhan, Asmita

EA Personnel Registration Number: R1980706

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