Sr. PMT-ES, Amazon Connect Customer

Socket.dev; Seattle (WA); On-site; USD 152,000 - 206,000; Full time

Job summary

Amazon Connect is a cloud-based contact center that enables engaging customer service experiences. We seek a passionate Product Manager to join the Workforce Acceleration team, driving high-scale, AI-infused capabilities with customer obsession at the core.

You will lead cross-functional teams across engineering, marketing, and services to define roadmaps, write detailed requirements, and ensure successful go-to-market execution for our next-generation products in a fast-paced AWS environment.

Qualifications

• 5+ years of technical product management with internet business experience.
• 3+ years of technical (software/network) experience.
• 5+ years of PM in cloud/SaaS or related space.
• Bachelor's degree in CS/Engineering/Math/Finance/Economics.
• Experience delivering large-scale SaaS products from concept to GTM.

Responsibilities

• Define product roadmaps based on customer needs and strategy.
• Develop business requirements and user stories for capabilities.
• Partner with marketing and AWS services for GTM strategy.
• Prioritize needs across customer groups and system performance.
• Drive executive communications and align on strategy.

Skills

Technical product management

P&L management

Product life cycle

Cloud SaaS

Documentation

Cross-functional leadership

Education

Bachelor's degree in CS/Engineering/Math/Finance/Economics

Job description

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 Workforce Acceleration 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 manager and end-customer experience capabilities, and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. As a Product Manager , you will drive strategic initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven, customer-obsessed decisions and work with leadership across AWS to prioritize your programs.

This team is a great fit for you if:

You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal.

You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions.

You’d like to be directly responsible for solving real customer problems.

You are a passionate learner and are motivated to take on new challenges.

You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance.

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.

About the team

ABOUT AWS

Diverse Experiences 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.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• 5+ years of technical product management with internet business experience
• 5+ years of working as a Technical Product Manager experience
• 3+ years of technical (software development, network development, IT, other related) experience
• 7+ years of full product life cycle experience
• 5+ years of P&L management and pricing experience
• 5+ years of creating written docs for development of new products experience
• 5+ years of enterprise security product experience
• 5+ years of product management in the cloud computing technology space experience
• Bachelor's degree in computer science, engineering, math, finance, or economics
• Experience in taking a product from conception & definition phase through engineering design and taking it to market
• 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)

Preferred Qualifications

• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
• Experience working within teams delivering software products and features using agile methodologies

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.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

USA, WA, Seattle - 152,200.00 - 205,900.00 USD annually