Product Manager

Our client, one of Asia-Pacific’s leading organizations is looking for: 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 asmita@nsearchglobal.com (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 By submitting your resume and cover letter to apply for our job opening, you confirm that you have read the Data Protection Notice for Job Applicants (https://www.nsearchglobal.com/dp-notice/job-applicants) and you consent to the collection, use, and disclosure of your personal data for the purpose of verifying and evaluating your job application. Additionally, you have to notify and obtain consent from all individuals listed as your references to their data being collected and disclosed for the purposes related to your job application.