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Required Qualifications
– 7+ years of experience in product management, business analysis, or experience ownership in digital customer engagement or contact center solutions.
– Prior hands-on experience with Contact Center and IVR technologies including AWS Connect, Genesys, or Cisco.
– Strong understanding of IVR/IVA architectures, telephony flows, call routing, and automation.
– Experience documenting and managing requirements for conversational AI and customer service workflows.
– Strong understanding of NLP/NLU and chatbot frameworks.
-Domain experience in credit card or banking services.
– Proven ability to translate customer experience gaps into requirements and measurable improvements.
– Strong analytical skills with competency in reporting, dashboards, and data-driven decision making.
– Expertise in agile tools such as Jira, Confluence
