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.
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.
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.
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.
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.
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.

Requirements

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.
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.
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.

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Amazon Connectcontact center technologiesroutingself-serviceagent workflowsquality managementreportingAIautomationSQL

Soft Skills

analytical skillsproblem-solving skillscommunication skillscollaboration skillsbusiness acumen