Product Manager / Consultant (Technical) - Amazon Connect Platform

Job Description At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Key Responsibilities Platform Strategy & Lifecycle Management Contribute to the vision, roadmap, and long‑term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives. Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization. Provide recommendations to leadership to guide platform investment and prioritization decisions based on customer impact and operational value. Act as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standards. Backlog & Delivery Enablement Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria. Partner with Agile/Scrum teams, IT, and vendor partners to deliver high‑quality platform enhancements. Review delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectives. Amazon Connect Platform Enablement Serve as a knowledgeable point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self‑service experiences. Provide functional guidance on platform administration, configuration, and environment management. Partner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals. Discovery, Innovation & AI Enablement Participate in discovery and pilot initiatives to validate new Amazon Connect features and enhancements. Stay informed on Amazon Connect roadmap updates and contact center trends, including AI‑driven self‑service and agent assistance. Recommend adoption of emerging platform and AI capabilities based on business value and readiness. Metrics, Reporting & Insights Help define and track key performance indicators across the Amazon Connect platform. Collaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality results. Support pilots and A/B testing to measure the impact of platform changes prior to enterprise rollout. Collaboration, Governance & Compliance Partner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements. Align platform capabilities with Workforce Management, Quality Management, and Analytics teams. Contribute to training, documentation, and change management efforts supporting platform enhancements. Qualifications Experience 3-5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies. Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions. Experience working with contact center operations, IT, analytics, Workforce Management, and Quality teams. Experience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or Avaya is a plus. Insurance industry experience is a plus but not required. Technical & Platform Aptitude Strong understanding of contact center platform concepts including routing, self‑service, agent workflows, quality management, and reporting. Familiarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialing. Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and real‑time agent support. Ability to interpret dashboards and performance data and translate insights into platform recommendations. Other Skills Strong analytical and problem‑solving skills with the ability to define, track, and optimize KPIs. Excellent communication and collaboration skills across technical and non‑technical audiences. Experience working in Agile/Scrum environments; familiarity with SAFe or other scaled agile frameworks is a plus. Strong business acumen with the ability to balance customer experience, operational efficiency, and compliance. Experience with ad‑hoc reporting or data analysis tools such as SQL is a plus. Skills Amazon Connect, Business Case Analyses, Call Center, Client Counseling, Communication, Compliance, Contact Center Operations, Product Management, Product Roadmapping, Reporting Compensation Compensation offered for this role is 100,000.00 - 170,500.00 annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation. Allstate generally does not sponsor individuals for employment‑based visas for this position. Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. 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Therefore, any discriminatory action taken on account of an employee's ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment. Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs. When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload. #J-18808-Ljbffr