- Own and communicate the One Stop and Help Desk product vision, strategy, multi-quarter roadmap, and prioritized backlog.
- Set product direction for Amazon Connect-based omnichannel experiences, including IVR, routing, queues, agent workflows, integrations, reporting, workforce management, and quality assurance.
- Lead conversational AI strategy and delivery across voice and chat, including virtual agents, automated resolutions, escalation, and conversation analytics.
- Conduct market and customer discovery with higher education institutions and internal service, implementation, sales, and client success teams.
- Define business cases, success metrics, and performance targets, and own product-level accountability for service and operational KPIs.
- Use contact center, speech, conversational, financial, operational, and competitive data to prioritize investments and drive continuous improvement.
- Lead product discovery through launch and adoption, guiding requirements, UX and technical decisions, release readiness, and team enablement.
- Manage dependencies, delivery risks, vendor relationships, and roadmap decisions while influencing stakeholders and mentoring product colleagues as appropriate.
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