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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