Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with business objectives and customer service goals.
Develop a phased migration plan, ensuring minimal disruption to operations while maximizing value realization.
Explore emerging contact center innovations and industry best practices to drive most relevant new experiences for member and agents
Define key performance indicators (KPIs) and success metrics to measure the impact of modernization efforts and effectiveness of new experiences.
Define repeatable business components which will deliver standardization across plans but flexibility for LOB specific needs.
Own prioritization of migration process from legacy telephony systems to AWS Connect, ensuring a smooth transition with minimal impact on customer service operations.
Work closely with engineering, cloud infrastructure, and operations teams to ensure the successful implementation and optimization of AWS Connect.
Partner with Customer Service, IT, Compliance, and Security teams to align business requirements, customer needs, and technical feasibility.
Communicate program progress, risks, and key updates to senior leadership and stakeholders, ensuring alignment with business objectives.
Identify opportunities to enhance the agent and customer experience by leveraging AWS Connect’s AI/ML, automation, and analytics capabilities.
Define and implement self-service capabilities, IVR enhancements, and omnichannel communication strategies to improve efficiency.
Monitor system performance, identify bottlenecks, and continuously optimize the telephony experience post-migration.
Ensure the migration meets compliance, security, and data privacy requirements, including PCI-DSS and other regulatory standards.
Proactively identify risks associated with the migration and develop mitigation strategies.
Implement best practices for call recording, quality monitoring, and data retention in AWS Connect.

Requirements

10+ years of experience in Product Management, Cloud Telephony, or Contact Center Transformation, preferably with AWS Connect.
Strong understanding of cloud-based contact center platforms, telephony systems, IVR, ACD, and workforce management tools.
Proven experience managing complex technology migrations and working with cross-functional teams in a large-scale enterprise environment.
Deep knowledge of AWS Connect features, APIs, and integrations with CRM and ticketing platforms (Salesforce, ServiceNow, Zendesk, etc.).
Experience with AI-driven customer support tools, chatbot integration, and automation in contact centers.
Ability to define, track, and report on key performance metrics and business outcomes.
Excellent communication, stakeholder management, and leadership skills.
Familiarity with Agile methodologies and experience leading Agile product teams.

Applicant Tracking System Keywords

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

Hard Skills & Tools

AWS Connectcloud-based contact center platformstelephony systemsIVRACDworkforce management toolsAI-driven customer support toolschatbot integrationautomationkey performance indicators (KPIs)

Soft Skills

communicationstakeholder managementleadershiprisk managementcross-functional collaborationprogram managementstrategic planningproblem-solvingadaptabilitycustomer focus