Principal PM, External Services — AI-Powered Connect

Amazon Inc.; Seattle (WA); On-site; USD 181,000 - 245,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Connect is an AI-powered customer experience solution. We seek a Principal Product Manager - Technical, External Services to lead strategy for communication channels in the Connect portfolio.

You will own the vision, drive cross-functional alignment, and engage enterprise customers to expand the service’s reach. You will define the long-term direction, influence senior leadership, and mentor other PMs while balancing customer needs with scalable, high-impact functionality.

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)

Responsibilities

• Define and own the multi-year product vision and strategy for one or more RTC product areas (e.g., agentic voice foundations, multimodal communications, turnkey RTC apps, or AI-powered voice/video agents), influencing the direction of a business with $700M+ in annual revenue
• Set the long-term technical and product direction by authoring PRFAQs, strategy documents, and 3-year vision narratives that align engineering, design, and senior leadership (L8+/VP) around a shared north star
• Identify and drive new-to-world opportunities that expand Amazon Connect's addressable market beyond the traditional contact center (e.g., IT service management, healthcare, recruiting)
• Make high-judgment trade-off decisions across competing priorities, customer commitments, and technical investments — operating as the named product decision-maker for your domain
• Drive cross-organizational alignment across multiple Amazon Connect product teams, ensuring RTC primitives are composable and reusable across the Connect portfolio
• Represent the product externally with strategic enterprise customers (e.g., JPMC, Intuit, Telstra, CalSAWS), translating customer needs into product strategy and unblocking multi-million dollar migrations
• Establish mechanisms and frameworks (e.g., quarterly business reviews, OKRs, product tenets) that raise the bar for how the team plans, prioritizes, and measures success
• Mentor and develop Senior PMTs on the team, raising the product management bar across the organization
• Influence without authority across engineering, science, design, GTM, and finance teams to drive alignment on complex, ambiguous, multi-team initiatives

Job description

Amazon Connect is an AI-powered customer experience solution. We seek a Principal Product Manager - Technical, External Services to lead strategy for communication channels in the Connect portfolio.

You will own the vision, drive cross-functional alignment, and engage enterprise customers to expand the service’s reach. You will define the long-term direction, influence senior leadership, and mentor other PMs while balancing customer needs with scalable, high-impact functionality.