Sr. Product Manager Tech ES, 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 an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch Amazon Connect has become an AI leader transforming how organizations of all types interact with their customers.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful simple user experiences. We are looking for a passionate talented and experienced Senior Product Manager - Technical External Services to join us to lead the strategy and roadmap for communication channels in Amazon Connect. The position is a rare opportunity to join a fast-growing business and help shape the technology and product as we grow. You will play a crucial role in developing the next generation of AWS application services and have the opportunity to design and deliver high-scale resilient systems while maintaining a constant customer focus. This team is a great fit for you if:

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

2. 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 a meaningful impact to their functions and interactions.

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

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

5. You want to have fun surround yourself with a highly talented team that likes to solve complex problems but also enjoys work-life balance.

Key job responsibilities
Own the product roadmap and end-to-end delivery for specific RTC features and capabilities (e.g. turnkey RTC apps like voicemail co-browse screen recording; or agentic foundations like unified TTS bidirectional streaming or multilingual analytics)

Define product strategy and pricing for your owned area writing clear BRDs/PRDs with well-defined customer use cases acceptance criteria and success metrics that engineering teams can execute against

Work backwards from customer needs analyze support tickets customer escalations usage data and direct customer feedback to identify the highest-impact feature gaps and prioritize accordingly

Partner deeply with engineering to understand technical constraints make informed trade-offs between scope quality and speed and ensure on-time delivery of high-quality features at scale

Drive feature launches end-to-end from requirements through design development testing and GA launch including writing launch announcements and enabling GTM teams

Coordinate cross-team dependencies with partner teams across Amazon Connect (e.g. Contact Management Flows Contact Lens Telecom) to ensure seamless integration of RTC capabilities

Engage directly with enterprise customers to understand migration blockers validate product direction and close feature gaps that unblock adoption and revenue growth

Define and monitor success metrics conduct post-launch analysis and iterate rapidly to improve feature adoption and customer satisfaction

Contribute to the teams strategic planning processes (OP1/OP2) with data-driven proposals for new investments and resource allocation

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
- 7 years of full product life cycle experience
- 5 years of P&L management and pricing experience
- 5 years of creating written docs for development of new products experience
- 5 years of enterprise security product experience
- 5 years of product management in the cloud computing technology space experience
- Bachelors degree in computer science engineering math finance or economics
- 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 152200.00 - 205900.00 USD annually