Sr Product Manager Technical External Services, 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 intuitive and 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 AWSs cloud contact center service that helps companies provide superior customer service at lower cost. Amazon Connect is widely adopted as a contact center application yet its broader capabilities such as automating workflows enhancing operational efficiency with AI and driving customer engagement across industries are foundational for creating new solutions that address business challenges beyond the contact center.

Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries.

Amazon Connect Email enables companies to manage high-volume asynchronous work with precision and scale. By intelligently prioritizing routing and automating email-based interactions Connect Email helps organizations improve agent productivity reduce handling time and maintain consistent service levels without increasing operational cost. As email remains a critical channel for customer service compliance and back-office coordination Connect Email plays a central role in helping businesses orchestrate work across both human and AI agents.

Our long-term vision is for customers to use Amazon Connect Email as a core building block for AI-powered work orchestration where AI agents can interpret intent extract context take action and collaborate with human agents to resolve issues end-to-end. As part of the Amazon Connect Workforce Acceleration team you will help define how email-driven workflows evolve into intelligent measurable and continuously improving systems. This is an opportunity to shape how organizations manage asynchronous work at scale unlocking faster resolution higher efficiency and better outcomes across industries.

Key job responsibilities
- Engage with customers to work backwards from their goals and challenges to define a product vision including future roadmap investment innovation and experimentation
- Influence senior leaders across AWS and communicate your product vision strategy goals status and customer impact
- Build a roadmap and define features that delight our customers drive adoption and increase utilization of our services
- Collaborate with engineering to build new capabilities and source customers for early adoption beta testing and launch partners
- Launch and promote new capabilities in collaboration with product marketing
- Deliver compelling presentations product demos technical blogs and discussions to drive adoption of communication offerings

A day in the life
- You like working directly with all levels and types of customers from CxO to individual contributors and engineers to business people to solve their most complicated problems through software.
- You enjoy being on a team that fosters a collaborative environment as we work towards common goals.
- You are a passionate learner and are motivated to take on new and often times ambiguous challenges.
- You are able to lead and partner with a variety stakeholders to identify and prioritize the right problems to solve and solutions to develop.
- You are comfortable and thrive in a fast-paced environment.
- If youre entrepreneurial and want to build and own transformative technology-driven products join us in making history.

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.



- 5 years of technical product management with internet business experience
- 5 years of working as a Technical Product Manager experience
- 3 years of technical (software development network development IT other related) experience
- Experience in taking a product from conception & definition phase through engineering design and taking it to market
- 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)

- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle including coding standards code reviews source control management build processes testing certification and livesite operations
- Experience working within teams delivering software products and features using agile methodologies

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 $137000/year in our lowest geographic market up to $236800/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.