Product Manager - Amazon Connect & Customer Experience Platforms

Overview

We are searching for a skilled Product Manager with in-depth knowledge of contact center technologies, telephony systems, and AI-powered customer service solutions to lead enhancements for customer experience platforms.

Role and Responsibilities

• Lead the full product lifecycle and roadmap management for Amazon Connect and adjacent customer engagement solutions, balancing business objectives, operational demands, and technical viability.
• Function as the go-to Subject Matter Expert on Amazon Connect, providing strategic direction, governance, and best practice guidance.
• Collaborate with business leaders to identify customer and operational challenges, translating these insights into prioritized product features, user stories, and backlog items.
• Pursue ongoing improvements in contact center functions, including IVR, intelligent call routing, multi-channel engagement, self-service, and AI-enhanced customer interactions.
• Define solution designs and work alongside vendors, architects, and developers to implement platform upgrades and innovations.
• Manage Amazon Connect administration activities such as configuring contact flows, queue systems, routing profiles, user roles, reporting, and general platform settings.
• Oversee the end-to-end delivery process for product enhancements, including planning, validating solutions, conducting System Integration and User Acceptance Testing, deploying updates, and reviewing post-deployment performance.
• Track platform metrics, customer service quality, and operational data to identify opportunities for optimization and further improvement.
• Work cross-functionally to integrate Amazon Connect with CRM systems, AI tools, analytics, and enterprise platforms.
• Assess, implement, and adopt AI-driven capabilities that enhance both customer and agent experiences.
• Coordinate with vendors and technology partners to ensure prompt issue resolution, timely delivery, and continuous platform development.
• Ensure robust platform governance, maintain comprehensive documentation, and facilitate knowledge sharing to keep the system scalable, secure, and maintainable.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Business, or a closely related field.
• A minimum of three years’ experience in business analysis, contact center systems, or customer experience platform management.
• Proven hands-on experience in Amazon Connect administration and support is essential.
• Familiarity with AWS services such as Lambda, S3, IAM, and CloudWatch that support Amazon Connect.
• Sound knowledge of contact center operations including telephony, IVR, call routing, queues, routing profiles, and contact flow design.
• Demonstrated experience in gathering requirements, analyzing business processes, and managing stakeholder relationships.
• Exposure to vendor collaboration for platform operation support, incident handling, defect resolution, and enhancement initiatives.
• Experience conducting System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Strong analytical and problem-solving skills to balance customer expectations, operational needs, and technical constraints.

Preferred Skills

• Knowledge of Salesforce Service Cloud and/or Service Cloud Voice.
• Experience working with AI-powered customer service technologies like conversational AI, Agent Assist, or chatbots.
• Track record of integrating CRM systems with omni-channel customer service platforms.
• Familiarity with Agile methodologies including backlog management and sprint planning.
• Prior work in contact center environments is advantageous.

Key Competencies

• A strong product-centric mindset focused on achieving customer and business results.
• Outstanding skills in stakeholder engagement and influence.
• Excellent analytical, decision-making, and problem-solving capabilities.
• Ability to translate business visions into actionable product strategies and delivery roadmaps.
• Effective communication and facilitation skills for collaboration with both technical teams and business stakeholders.
• Capacity to manage multiple projects simultaneously in dynamic, cross-functional settings.
• Passion for driving digital transformation, pioneering customer experience enhancements, and developing AI-enabled solutions.

Additional Information

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