Principal PM, External Services for Connect Channels

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

Benefits offered by this job

Health insurance

401(k) matching

Parental leave

Job summary

Amazon’s AWS Applied AI Solutions is seeking a Principal Product Manager - Technical, External Services to lead the strategy and roadmap for communication channels in Amazon Connect. You will shape multi-year vision, influence engineering, design, and leadership, and own initiatives that scale for millions of customers.

The role emphasizes cross-functional collaboration, executive-level strategy documents, and delivering high-impact, reusable RTC primitives in a fast-growing cloud platform

Qualifications

• 7+ years of technical product management experience.
• 5+ years of technical (software development, IT, or related) experience.
• Experience delivering large-scale SaaS, PaaS or LaaS products.

Responsibilities

• Define and own the multi-year product vision and strategy for one or more RTC product areas.
• 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 around a shared north star.
• Identify and drive new-to-world opportunities that expand Amazon Connect's addressable market beyond the traditional contact center.
• 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, 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.

Skills

Technical Product Management

SaaS / PaaS / LaaS experience

Executive communication

Job description

Amazon’s AWS Applied AI Solutions is seeking a Principal Product Manager - Technical, External Services to lead the strategy and roadmap for communication channels in Amazon Connect. You will shape multi-year vision, influence engineering, design, and leadership, and own initiatives that scale for millions of customers.

The role emphasizes cross-functional collaboration, executive-level strategy documents, and delivering high-impact, reusable RTC primitives in a fast-growing cloud platform