Product Manager, Technical – Amazon Connect Platform
Job Description:
- Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform.
- Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities.
- Provide recommendations to leadership to guide platform investment and prioritization decisions.
- Enable business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria.
- Serve as a knowledgeable point of contact for Amazon Connect platform capabilities and provide functional guidance.
Requirements:
- 3–5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies.
- Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions.
- Experience working with contact center operations, IT, analytics, Workforce Management, and Quality teams.
- Experience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or Avaya is a plus.
- Strong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reporting.
- Familiarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialing.
Benefits:
- Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
- Monthly connectivity reimbursement to help offset internet costs.
- Opportunity to work from home with a dedicated workspace free from distractions.