Sr. Product Manager Technical, Amazon Connect Customer

Amazon Development Center U.S., Inc.; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

Amazon Connect Customer is an AI-native customer experience foundation enabling businesses to deploy intelligent self-service across voice and digital channels. As a Product Manager, you will own agentic foundations, orchestration, and scale capabilities across workloads to deliver engaging, dynamic experiences for customers and agents.

You will work across AWS to prioritize programs and shape the next generation of AI-infused agents.

Qualifications

• Experience in product management and roadmapping.
• Ability to influence senior leaders and communicate strategy.
• Strong cross-functional collaboration across engineering, product marketing, and leadership.

Responsibilities

• Engage with customers to define product vision, roadmap, investment, innovation and experimentation.
• Influence senior leaders across AWS, communicate product vision, strategy, goals, status, and customer impact.
• Build a roadmap and define features that delight customers, drive adoption, and increase utilization of services.
• Collaborate with engineering to build new capabilities and source customers for early adoption, beta testing and launch partners.
• Launch and promote new capabilities in collaboration with product marketing.
• Deliver presentations, product demos, technical blogs, and discussions to drive adoption of communication offerings.

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 AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

Amazon Connect Customer is an AI-native customer experience foundation that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer, businesses deploy intelligent self-service across voice and digital channels that understands natural language, reasons across knowledge sources, and takes action on behalf of customers. Amazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency, human-like conversational quality, and self-healing intelligence that detects where AI fails and continuously improves. With this technology, we are transforming the way customers interact with businesses and how agents service them. A key part of this role is owning the agentic foundations and runtime orchestration that enable customers to build, manage, deploy, and improve AI agents across these workloads and broader Amazon Connect Customer.

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 Customer's agentic customer experience 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, supervisor, 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 on our team, 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.

The position is a rare opportunity to join a fast-growing business of applied AI and help shape the technology and product as we grow. You will play a crucial role in developing the next generation of AWS application services and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus.

Key job responsibilities

• Engage with customers to work backwards from their goals and challenges to define a product vision, including future roadmap, investment, innovation and experimentation
• Influence senior leaders across AWS and communicate your product vision, strategy, goals, status, and customer impact
• Build a roadmap and define features that delight our customers, drive adoption, and increase utilization of our services
• Collaborate with engineering to build new capabilities and source customers for early adoption, beta testing and launch partners
• Launch and promote new capabilities, in collaboration with product marketing
• Deliver compelling presentations, product demos, technical blogs, and discussions to drive adoption of communication offerings

A day in the life

• You like working directly with all levels and types of customers, from CxO to individual contributors and engineers to business people, to solve their most complicated problems through software.
• You enjoy being on a team that fosters a collaborative environment as we work towards common goals.
• You are a passionate learner and are motivated to take on new and, often times, ambiguous challenges.
• You are able to lead and partner with a multitude stakeholders to identify and prioritize the right problems to solve and solutions to develop.
• You are comfortable and thrive in a fast-paced environment.
• If you're entrepreneurial and want to build and own transformative technology-driven products, join us in making history.

About the team

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