Principal Product Manager, Tech, Amazon Connect (AWS)

Amazon; Seattle (WA); On-site; USD 150,000 - 230,000; Full time

Job summary

Amazon Connect’s Interactive AI team seeks a passionate Technical Product Manager to shape the capabilities that enable agentic experiences at scale across personas. You will craft roadmaps and write clear requirements for high‑impact AI features within a cloud-based contact center platform.

You will collaborate with Marketing, AWS services, and partners to define go‑to‑market plans, onboard customers, and balance performance, reliability, and user experience while delivering measurable business

Qualifications

• 7+ years working as a Technical Product Manager.
• 5+ years of technical experience (software development, network development, IT, or related).
• 5+ years leading AI product strategy.
• 5+ years experience in the customer experience industry or B2B SaaS.
• 5+ years experience with cloud technology.

Responsibilities

• Define creative, high quality, and clear product roadmaps based on customer and stakeholder needs, team strategy, and vision.
• Develop detailed, crisp business requirements and user stories for product specifications and architecture.
• Define target customer segment, engage, onboard initial customers, and advocate on their behalf to define product vision iteratively.
• Partner with Marketing and AWS professional services teams to craft a go-to-market strategy to fuel growth of customer base and product features.
• Manage prioritization and trade-offs among needs of various customer and stakeholder groups, as well as system performance and scalability.
• Create buy-in for product vision and roadmap internally and with key partners.
• Proactively identify and resolve issues that may impair the team’s ability to meet strategic or technical goals.
• Drive executive communications and alignment on strategy and vision.

Skills

Technical Product Manager

AI product strategy

Cloud technologies

B2B SaaS

Customer experience industry

Job description

Job ID: 3085877 | Amazon Development Center U.S., Inc.

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day‑to‑day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real‑world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no‑brainers to buy and easy to use.

Amazon Connect is an innovative cloud‑based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect, you can create your own cloud based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy‑to‑use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful, simple user experiences. We are looking for a passionate, talented, and experienced Product Manager to join Amazon Connect’s Interactive AI team, responsible for the capabilities that help companies deliver agentic experiences at scale across all personas. You will play a crucial role in developing the next generation of generative AI‑infused agent, manager and end‑customer experience capabilities, and have the opportunity to design and deliver high‑scale, resilient systems while maintaining a constant customer focus.

Key Job Responsibilities

• Define creative, high quality, and clear product roadmaps based on customer and stakeholder needs, team strategy, and vision
• Develop detailed, crisp business requirements, and user stories that can be used to create product specifications and architecture for the capabilities offered
• Define target customer segment, engage, and onboard initial customers, and advocate on their behalf to define product vision iteratively
• Partner with Marketing and other AWS professional services teams to craft a go‑to‑market strategy to fuel the growth of customer base as well as product feature set
• Manage prioritization and trade‑offs among needs of various customer and stakeholder groups, as well as, system performance and scalability
• Create buy‑in for product vision and roadmap both internally and across key partners
• Proactively identify and resolve issues that may impair the team’s ability to meet strategic or technical goal
• Drive executive communications and alignment on strategy and vision

A Day in the Life

Our team puts a high value on work‑life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well‑balanced life—both in and outside of work.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.

About the Team

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Basic Qualifications

• 7+ years of working as a Technical Product Manager
• 5+ years of technical (software development, network development, IT, other related) experience
• 5+ years leading AI product strategy
• 5+ years experience in the customer experience industry or B2B SaaS
• 5+ years experience with cloud technology

Preferred Qualifications

• Sharp analytical abilities, proven design skills, and a track record of delivery
• Strong communication skills for both a technical and business audience, with an emphasis on writing down ideas effectively
• Understand customer needs and align them to a long‑term product vision
• Proven ability to influence a large organization effectively
• Strong track record of shaping business strategy for technical products or services for large enterprises or partners

Equal Opportunity Employer

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.