Lead the Enterprise Telephony Modernization Program
Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning.
Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness.
Ensure platform stability and business continuity throughout the transition.
Work with internal teams to implement voice AI where applicable.
Simplify and Modernize Number & Routing Architecture
Redesign routing to eliminate manual workflows and reduce misroutes.
Standardize branding, messaging, and routing logic across business units.
Modernize IVR and Customer Experience
Lead the creation of an intelligent, intent-based conversational IVR.
Implement self-service automation for high-volume, low-complexity intents.
Reduce wait times & abandonment and improve first-contact resolution through better experience design.
Change Management & Enterprise Rollout
Develop and execute communication, training, and transition plans for internal users.
Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools.
Build a sustainable support model post go-live.

2+ years on Amazon Connect
5+ years leading contact-center, telephony, or unified communications transformation programs.
Strong understanding of call routing, telephony architecture, IVR design, agent desktop and softphone tools, and call-center operations.
Background in automation, conversational experience design (omni channel – web, text, in-app etc.) or self-service workflows.
Experience implementing voice AI technologies/stack.

Telephony Product Manager, Amazon Connect

Key skills