Program Manager

Codebase Inc; United States; Remote; USD 100,000 - 130,000; Part time

Job summary

A technology consulting firm is seeking a skilled Program Manager to lead the design and deployment of Amazon Connect. The role, focused on enhancing customer experience through cloud technologies, requires over 10 years of program management experience and strong technical skills. Responsibilities include managing integrations and project timelines, and driving AI/ML features. This position is fully remote and offers a contract employment type.

Qualifications

• 10+ years of experience in technical program management in cloud contact center or enterprise SaaS.
• Hands-on experience with Amazon Connect and other AWS services.
• Strong understanding of contact center operations and customer experience metrics.

Responsibilities

• Lead end-to-end delivery of Amazon Connect implementations.
• Manage project timelines, budgets, and resources.
• Drive adoption of AI/ML features to enhance customer experience.

Skills

Technical Program Management

Cloud Technologies

Stakeholder Management

AWS Services

Agile/Scrum Methodologies

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Master’s preferred

Tools

Amazon Connect

Salesforce

ServiceNow

Jira

Confluence

Job description

Position: Program Manager with AWS Connect

Location: Remote

We are seeking a highly skilled Technical Program Manager to lead the design, deployment, and optimization of Amazon Connect across our enterprise. This role requires deep technical expertise, strong program management skills, and a passion for transforming customer experience through cloud‑based contact center technologies.

Responsibilities

• Lead end‑to‑end delivery of Amazon Connect implementations, including contact flows, integrations, and reporting.
• Collaborate with cross‑functional teams (IT, Operations, Customer Service, Compliance) to define requirements and success metrics.
• Manage project timelines, budgets, and resources across multiple workstreams.
• Oversee integration with CRM platforms (e.g., Salesforce, ServiceNow), WFM tools, and analytics systems.
• Drive adoption of AI/ML features such as Amazon Lex, Polly, and Contact Lens to enhance customer experience.
• Ensure system scalability, security, and compliance with industry standards.
• Provide technical leadership and guidance to internal teams and external partners.
• Communicate program status, risks, and milestones to stakeholders and executive leadership.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s preferred).
• 10+ years of experience in technical program management, preferably in cloud contact center or enterprise SaaS.
• Hands‑on experience with Amazon Connect and AWS services (Lambda, S3, Kinesis, etc.).
• Strong understanding of contact center operations, IVR design, and customer experience metrics.
• Excellent communication, stakeholder management, and problem‑solving skills.
• Familiarity with Agile/Scrum methodologies and tools like Jira or Confluence.
• AWS certifications (e.g., Solutions Architect, Cloud Practitioner) are a plus.
• Experience deploying Amazon Connect in multi‑region or enterprise environments.
• Knowledge of voice architecture, SIP, and telephony integrations.
• Exposure to sentiment analysis, real‑time analytics, and automation in customer service.

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting