Amazon Connect Product Manager, Enterprise CX
Overview
You will own the Amazon Connect product roadmap for a large enterprise, driving customer experience transformation across multiple business units. You lead a cross-functional team of engineers, architects, and operations specialists to deliver measurable outcomes in the first 90 days. This role demands deep AWS expertise and a proven record of translating business objectives into technical requirements. You will shape omnichannel contact center strategy, directly influencing millions of customer interactions.
What You'll Do8
- 1Own the Amazon Connect product roadmap, delivering contact center enhancements within the first 90 days.
- 2Translate business objectives and customer needs into clear product strategy and prioritized requirements for AWS-based solutions.
- 3Partner with engineering and architecture teams to launch complex software products, ensuring alignment with operational constraints.
- 4Drive continuous improvement of the Amazon Connect platform, integrating AWS Lambda, DynamoDB, and S3 for scalable automation.
- 5Define and monitor key performance indicators to measure product success, iterating on features based on data-driven insights.
- 6Conduct stakeholder interviews and user research to uncover pain points, converting findings into actionable epics and user stories.
- 7Coordinate release cycles with operations, ensuring seamless deployment and adoption of new features across multiple call centers.
- 8Champion customer experience best practices, leveraging Amazon Connect analytics and CloudWatch to optimize call flows.
Requirements9
- 112+ years of product management experience in enterprise software or customer experience environments.
- 2Proven experience defining, launching, and supporting complex software products with Amazon Connect and AWS.
- 3Strong ability to translate business objectives, customer needs, and operational constraints into clear product strategy and roadmaps.
- 4Hands-on experience partnering with engineering, architecture, and operations teams to deliver end-to-end solutions.
- 5Deep understanding of contact center technologies, including IVR, routing, and workforce management, with a focus on Amazon Connect.
- 6Excellent written and verbal communication skills, with the ability to influence executive stakeholders and technical teams.
- 7Bachelor's degree in Computer Science, Business, or related field; MBA or equivalent experience preferred.
- 8Experience with agile development methodologies and tools such as Jira and Confluence.
- 9Ability to work onsite 5 days a week in Plano, TX, and travel as needed.
Salary Insight
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