Lead Senior Associate | Engineering Foundry & Managed Services | Hyderabad | Engineering as a Servic

About the role

We are hiring a product-minded IT Product Analyst to build and improve how we engage customers across voice, digital messaging, and AI-powered channels, and to support the subscription platforms that drive revenue and retention. This role works across the Post-Sales, Ownership, and Service journey and is part of a shared analyst pool, so you will be expected to pick up work across these areas as priorities shift.

What you'll do

• Own features end to end: frame the problem, define requirements and acceptance criteria, work with Engineering through delivery, and measure outcomes
• Build and prioritize backlogs, and make clear trade-offs on scope, value, and effort
• Improve customer engagement across voice, SMS, WhatsApp, email, and AI agents, including routing, case creation, and AI-to-human handoffs
• Support Post-Sales, Ownership, and Service workflows such as ownership changes, service communications, and subscription lifecycle (purchase, changes, cancellations
• Help define AI concierge and agent-assist use cases, guardrails, and evaluation criteria

What you need

• 5–7 yrs of experience
• Prototyping
• Any graduate

Good to have

• LLMs
• Data privacy
• REST APIs
• Salesforce