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

IT Product Analyst – Customer Engagement, Digital Messaging, AI & Subscriptions

Location: GCC

Type: Full-Time

Experience: 5–7 years

Reporting to: Kanchi Pandya

Role Summary 

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. You will work closely with Engineering, Design, Sales, Service, Customer Care, and Legal to ship features that are compliant and measurable. 

Key Responsibilities 

• 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, refunds). 
• Help define AI concierge and agent-assist use cases, guardrails, and evaluation criteria. 
• Capture consent, opt-out, and regional compliance requirements with Legal and Privacy. 
• Lead UAT, pilots, and production triage, and track KPIs such as response time, AI deflection, and CSAT.   

Product Builder Competencies 

• Problem framing: Starts with the customer problem and business outcome, not the solution or the system. 
• Prioritization: Manages backlogs and makes trade-offs grounded in data and impact. 
• Customer and user feedback: Gathers and synthesizes input from customers, frontline teams, and data to shape the product. 
• Engineering partnership: Works side by side with engineers and designers; understands APIs, integrations, and data flows well enough to shape solutions. 
• AI fluency: Uses AI tools hands-on in daily work (research, drafting, prototyping, analysis) and understands how AI features are designed and evaluated. 
• Ownership: Drives work to launch and beyond, and does more than gather requirements or support users of existing systems. 

Must-Haves 

• 5+ years in product analyst, product owner, or similar roles building customer-facing digital products or platforms 
• Track record of shipping features with Engineering (backlog ownership, prioritization, user feedback) 
• Hands-on AI experience, both using AI tools and working on AI-enabled features 
• Experience with digital customer engagement (messaging, SMS, contact center, voice AI) or subscription/billing platforms 
• Clear communicator with business and technical audiences; comfortable in Agile delivery 

Nice-to-Haves 

• Automotive experience, or related domains such as service operations, warranty, repair orders, scheduling, manufacturing, or supply chain 
• Salesforce (Service, Sales, or Marketing Cloud) 
• Conversational AI or LLM-based agents (guardrails, evals, human handoff) 
• Messaging compliance (A2P 10DLC, TCPA, GDPR, WhatsApp templates) 
• Integration tools such as Workato, MuleSoft, or REST APIs