Technical Product Manager

Technical Product ManagerDay-to-Day AdministrationRouting Configurations: Design, implement, and maintain contact flows, routing profiles, and queues to ensure optimal call distributionUser Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon ConnectQueue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needsPlatform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instanceReporting & Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metricsStrategic GuidanceProvide architectural recommendations to improve the Connect deployment and scale for future growthIdentify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)Document best practices, runbooks, and SOPs for ongoing Connect operationsMentor and upskill existing team members on Amazon Connect capabilitiesCollaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operationsRequired Qualifications5+ years of hands-on experience administering Amazon Connect instances in a production environmentStrong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connectsExperience with user and security profile management, IAM policies, and access controlsFamiliarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)Strong troubleshooting skills for contact center platform issuesExcellent communication skills with the ability to explain technical concepts to non technical stakeholdersPreferred QualificationsExperience with Amazon Connect APIs, Streams API, and Contact Lens for real-timeHands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDBFamiliarity with workforce management (WFM) tools and their integration with ConnectPrior experience working with or for Concentrix or similar BPO/contact center service providersKnowledge of telephony concepts: SIP, PSTN, DID management