Principal Product Manager, Technical, Amazon Connect

As part of the AWS Applied AI Solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers businesses through delivery of differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazons real-world experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are no-brainers 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 customers can create their 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. We have a rapidly growing customer base and an exciting charter that includes solving highly complex engineering and algorithmic problems while designing beautiful simple user experiences.

We are looking for a passionate talented and experienced Principal Product Manager to join Amazon Connects Workforce Acceleration team responsible for the workload forecasting capacity planning and agent scheduling product portfolio. Amazon Connect forecasting and agent scheduling handles all aspects of customer service agent schedule management in the contact center center -- forecasting how many agents are required creating schedules that align to the forecast while giving agents visibility and control over their schedules (e.g. time-off requests) with automation to minimize management overhead. You will play a crucial role in developing the next generation of generative AI-infused forecasting and agent scheduling capabilities and have the opportunity to design and deliver high-scale resilient systems while maintaining a constant customer focus. As Principal Product Manager you will drive the vision and strategy for Amazon Connects forecasting and agent scheduling portfolio leading 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.

This team is a great fit for you if:

You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people working together towards a common goal.

You are sensitive to customer needs and interested in working on a service that will be used directly and indirectly by millions of customers and has meaningful impact on their functions and interactions.

Youd like to be directly responsible for solving real customer problems.

You are a passionate learner and are motivated to take on new challenges.

You want to have fun while surrounding yourself with a highly talented pool of engineers who like to solve complex problems and enjoy work-life balance.

Learn more about Amazon Connect: 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 teams ability to meet strategic or technical goal.
Drive executive communications and alignment on strategy and vision

A day in the life
Our team puts a high value on work-life harmony. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here which is why we arent focused on how many hours you spend at work or online. Instead were happy to offer a flexible schedule so you can have a more productive and well-balanced lifeboth 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 were building an environment that celebrates knowledge sharing and mentorship.

About the team
ABOUT AWS:

Diverse 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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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 Balance
We 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 theres nothing we cant achieve in the cloud.

Inclusive Team Culture
Here at AWS its 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 and AmazeCon conferences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll 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 leading design teams in problem definition artifact rendering cross-functional collaboration and delivery and user validation and measurement
- Experience in external enterprise customer-facing role as a technical lead with strong oral and written communication skills presenting to both large and small audiences
- Experience influencing at all levels within an organization particularly at the executive level
- Experience shaping business strategy for technical products or services for large enterprises or partners
- - Understand customer needs and align them to a long-term product vision

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $163000/year in our lowest geographic market up to $281800/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.