Lead Technical PM: Amazon Connect & Contact Flows

Pinnacle Group, Inc.; Seattle (WA); On-site; USD 140,000 - 180,000; Full time

Job summary

Pinnacle Group, Inc. in Seattle is seeking a Technical Product Manager to own Amazon Connect deployments and contact flows. You will design routing configurations, manage agent profiles, and optimize queues to ensure seamless customer interactions in a production environment.

You will mentor teammates, propose architectural improvements, integrate Lambda and Lex, and document playbooks for ongoing Connect operations to scale with growing contact volumes.

Qualifications

• 5+ years of hands-on experience administering Amazon Connect instances in a production environment.
• Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
• Experience with user and security profile management, IAM policies, and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
• Strong troubleshooting skills for contact center platform issues
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders

Responsibilities

• Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution
• Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
• Configure and optimize queue settings, hours of operation, and quick connects based on business needs
• Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
• Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics
• Provide architectural recommendations to improve the Connect deployment and scale for future growth
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
• Document best practices, runbooks, and SOPs for ongoing Connect operations
• Mentor and upskill existing team members on Amazon Connect capabilities
• Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations

Skills

Communication skills

Problem-solving

Architectural thinking

Mentoring

Stakeholder management

Tools

Amazon Connect

AWS Lambda

Amazon Lex

DynamoDB

S3

CloudWatch

Kinesis

Job description

Pinnacle Group, Inc. in Seattle is seeking a Technical Product Manager to own Amazon Connect deployments and contact flows. You will design routing configurations, manage agent profiles, and optimize queues to ensure seamless customer interactions in a production environment.

You will mentor teammates, propose architectural improvements, integrate Lambda and Lex, and document playbooks for ongoing Connect operations to scale with growing contact volumes.