Principal Product Manager, Tech, Amazon Connect
We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are easy to buy and easy to use.
Amazon Connect is an innovative cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes.Amazon Connect leverages the power of Artificial Intelligence and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience.
With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.
See our section in Andy Jassy 2020 re:Invent keynote
We are looking for a passionate, talented, and experienced Product Manager to join Amazon Connect’s Agent Experience team, responsible for the capabilities that help agents provide great customer service. You will play a crucial role in developing the next generation of generative AI infused agent and customer experience capabilities, and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus.As a Product Manager on our team, you will drive strategic initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven, customer-obsessed decisions and work with leadership across AWS to prioritize your programs.
Key job responsibilities- Define creative, high quality, and clear product roadmaps based on customer and stakeholder needs, team strategy, and vision
- Develop detailed, crisp business requirements, and user stories that can be used to create product specifications and architecture for the capabilities offered
- Define target customer segment, engage, and onboard initial customers, and advocate on their behalf to define product vision iteratively
- Partner with Marketing and other AWS professional services teams to craft a go-to-market strategy to fuel the growth of customer base as well as product feature set
- Manage prioritization and trade-offs among needs of various customer and stakeholder groups, as well as, system performance and scalability.
- Create buy-in for product vision and roadmap both internally and across key partners
- Proactively identify and resolve issues that may impair the team’s ability to meet strategic or technical goals
A day in the life
Our team puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online.Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.
Mentorship & Career Growth. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.
About the teamDiverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.- 7+ years of working as a Technical Product Manager experience
- 5+ years of technical (software development, network development, IT, other related) experience
- Experience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market)- Experience with contact center or communications solutions
For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $163,000/year in our lowest geographic market up to $281,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.