Technical Product Manager - Amazon Connect & Contact Flows

Pinnacle Group, Inc.; Seattle (WA); On-site; USD 140,000 - 180,000; Full time

Job summary

Pinnacle Group, Inc. in Seattle is seeking a Technical Product Manager to own Amazon Connect deployments and contact flows. You will design routing configurations, manage agent profiles, and optimize queues to ensure seamless customer interactions in a production environment.

You will mentor teammates, propose architectural improvements, integrate Lambda and Lex, and document playbooks for ongoing Connect operations to scale with growing contact volumes.

Qualifications

• 5+ years of hands-on experience administering Amazon Connect instances in a production environment.
• Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
• Experience with user and security profile management, IAM policies, and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
• Strong troubleshooting skills for contact center platform issues
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders

Responsibilities

• Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution
• Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
• Configure and optimize queue settings, hours of operation, and quick connects based on business needs
• Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
• Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics
• Provide architectural recommendations to improve the Connect deployment and scale for future growth
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
• Document best practices, runbooks, and SOPs for ongoing Connect operations
• Mentor and upskill existing team members on Amazon Connect capabilities
• Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations

Skills

Communication skills

Problem-solving

Architectural thinking

Mentoring

Stakeholder management

Tools

Amazon Connect

AWS Lambda

Amazon Lex

DynamoDB

S3

CloudWatch

Kinesis

Job description

Technical Product Manager - Amazon Connect & Contact Flows

Seattle WA- onsite position

Key Responsibilities:

Day-to-Day Administration:

Routing Configurations: Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution

User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect

Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs

Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance

Reporting and Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics

Strategic Guidance:

Provide architectural recommendations to improve the Connect deployment and scale for future growth

Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)

Document best practices, runbooks, and SOPs for ongoing Connect operations

Mentor and upskill existing team members on Amazon Connect capabilities

Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations

Required Qualifications:

5 plus years of hands-on experience administering Amazon Connect instances in a production environment

Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects

Experience with user and security profile management, IAM policies, and access controls.

Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)

Strong troubleshooting skills for contact center platform issues

Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders

Preferred Qualifications:

Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics

Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB

Familiarity with workforce management (WFM) tools and their integration with Connect

Prior experience working with or for Concentrix or similar BPO/contact center service providers

Knowledge of telephony concepts: SIP, PSTN, DID management.