Principal Product Manager, Tech, Amazon Connect

Description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s 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 Amazon’s 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.

Description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s 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 Amazon’s 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.

Amazon Connect Customer is an AI-native customer experience foundation that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer, businesses deploy intelligent self-service across voice and digital channels that understands natural language, reasons across knowledge sources, and takes action on behalf of customers. Amazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency, human-like conversational quality, and self-healing intelligence that detects where AI fails and continuously improves. With this technology, we are transforming the way customers interact with businesses and how agents service them. A key part of this role is leading the workflow engine and capabilities responsible for enabling both agentic and deterministic experiences across Connect Customer. You will own a engine responsible for orchestrating billions of interaction and tasks across Amazon Connect 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 Product Manager to join Amazon Connect Customer's agentic customer experience team, responsible for the capabilities that help companies deliver agentic experiences at scale across all personas. You will play a crucial role in developing the next generation of generative AI infused agent, supervisor, and end-customer experience capabilities, and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. As a Product Manager on our team, you will drive strategic 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.

The position is a rare opportunity to join a fast-growing business at the cutting edge of applied AI and help shape the technology and product as we grow. You will work on agentic systems, speech and conversational AI, and self-healing feedback loops that are redefining how businesses and their customers interact at scale. 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

• 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.
• 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.
• You’d 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; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance.

Learn more about Amazon Connect:

Key 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
• 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 team’s ability to meet strategic or technical goal.
• Drive executive communications and alignment on strategy and vision.
• 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

A day in the life

Our team puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both 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 we’re 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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s 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, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s 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

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge‑sharing, mentorship and other career‑advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• 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)

Preferred Qualifications

• Experience working directly with Engineers on product enhancements
• Experience in project management methodologies, business analysis, or process improvement
• 9+ years of product management experience shipping AI/ML-powered products or features at scale, including but not limited to direct exposure to model evaluation, working with applied science teams, system design, or prompt engineering
• Familiarity with conversational AI, large language models, or speech/NLU systems, and the ability to translate complex technical constraints into customer-facing product decisions

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 you’re applying in isn’t 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

USA, NY, New York - 199,200.00 - 269,500.00 USD annually

USA, WA, Seattle - 181,100.00 - 245,000.00 USD annually

Company

Amazon Development Center U.S., Inc.

Job ID: A10538136