Sr. Product Manager Technical, Amazon Connect Customer

Amazon; Seattle (WA); On-site; USD 152,000 - 206,000; Full time

Job summary

Amazon Connect Customer is seeking a Sr. Product Manager to lead the agentic and runtime orchestration capabilities across AI workloads. You will own the roadmap, partner with engineering, and drive scalable, high-quality customer experiences powered by AI.

In this role you will work across teams to define strategy, influence senior leaders, and deliver products from concept through launch, prioritizing customer impact and operational excellence in a fast-paced AWS environment.

Qualifications

• Experience leading a product from concept to market.
• Experience delivering large-scale SaaS, PaaS or LaaS products end-to-end.
• Experience owning roadmap strategy and feature delivery.
• 5+ years of end-to-end Applied AI product delivery.
• 5+ years of technical product management from ideation through launch.
• Experience with agile software delivery teams.
• Project management or process improvement experience.
• 5+ years shipping AI/ML products at scale.
• Familiarity with conversational AI, LLMs, or prompt engineering.

Responsibilities

• Define product vision, roadmap, investment and experimentation based on customer goals.
• Influence senior leaders and communicate strategy and impact.
• Build roadmaps and define features to drive adoption.
• Collaborate with engineering for new capabilities and early adoption.
• Launch capabilities with product marketing and present demos.
• Deliver compelling communications to drive adoption of offerings.

Skills

Roadmap ownership

End-to-end product delivery

Technical product management

AI/ML product experience

Agile methodologies

Job description

Sr. Product Manager Technical, Amazon Connect Customer

Job ID: 10536738 | 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 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 variety 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

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

• 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)
• Experience owning roadmap strategy, feature delivery, and product tradeoffs.
• 5+ years of end to end Applied AI product delivery experience
• 5+ years of technical product management experience from ideation through launch

Preferred Qualifications

• Experience working within teams delivering software products and features using agile methodologies
• Experience in project management methodologies, business analysis, or process improvement
• 5+ years of product management experience shipping AI/ML-powered products or features at scale, including but not limited to direct exposure to model evaluation, working with applied science teams, system design, or prompt engineering
• Familiarity with conversational AI, large language models, or speech/NLU systems, and the ability to translate complex technical constraints into customer-facing product decisions

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, including support for the interview or onboarding 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.

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. Learn more about our benefits at https://amazon.jobs/en/benefits.

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

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