Sr Product Manager Technical - External Services, Amazon Connect
Amazon.com Services LLC
Seattle, Washington, USA
Seattle, Washington, USA
- IT
- Full-time
- Amazon Connect
- AWS
- Product Management
The Senior Product Manager for Amazon Connect External Services leads the development and growth of AI-driven workflow automation solutions within AWS's cloud contact center platform. This role involves collaborating with customers and engineering teams to create innovative products that enhance operational efficiency and customer engagement through AI and human workforce integration. The position requires technical product management experience, with responsibility for product vision, roadmap, go-to-market strategy, and cross-functional leadership to drive adoption at a global scale.
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 AWS's cloud contact center service that helps companies provide superior customer service at lower cost. Amazon Connect is widely adopted as a contact center application, yet its broader capabilities such as automating workflows, enhancing operational efficiency with AI, and driving customer engagement across industries, are foundational for creating new solutions that address business challenges beyond the contact center.
Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI? Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries.
Amazon Connect Tasks enables companies to prioritize, assign, route, and automate work to improve human and AI agent productivity, scaling operations without increasing costs. We’re looking for a Senior Product Manager to lead Tasks into its next stage of growth and redefine how organizations orchestrate work across people and AI. This is a rare opportunity to shape one of Amazon Connect’s most strategic services at a time when customers are rethinking how work gets done. You’ll dive deep into how businesses use Tasks today, identify the most valuable opportunities for expansion, and build the next generation of agentic work management where AI agents can independently interpret intent, take action, and complete work across systems with clarity and control. You’ll explore how industry-specific AI agents can transform service, operations, and back-office workflows by eliminating manual steps and accelerating results. Within the Workforce Acceleration team at Amazon Connect, you’ll help companies turn everyday operations into intelligent, measurable, and continuously improving systems. You’ll work at the intersection of human expertise and AI innovation, delivering capabilities that let enterprises move faster, achieve more, and operate smarter - at global scale.
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.
- 5+ years of working as a Technical Product Manager experience
- 3+ years of technical (software development, network development, IT, other related) experience
- 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 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. 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $137,000/year in our lowest geographic market up to $236,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Amazon Connect is AWS's cloud contact center service that helps companies provide superior customer service at lower cost. Amazon Connect is widely adopted as a contact center application, yet its broader capabilities such as automating workflows, enhancing operational efficiency with AI, and driving customer engagement across industries, are foundational for creating new solutions that address business challenges beyond the contact center.
Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI? Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries.
Amazon Connect Tasks enables companies to prioritize, assign, route, and automate work to improve human and AI agent productivity, scaling operations without increasing costs. We’re looking for a Senior Product Manager to lead Tasks into its next stage of growth and redefine how organizations orchestrate work across people and AI. This is a rare opportunity to shape one of Amazon Connect’s most strategic services at a time when customers are rethinking how work gets done. You’ll dive deep into how businesses use Tasks today, identify the most valuable opportunities for expansion, and build the next generation of agentic work management where AI agents can independently interpret intent, take action, and complete work across systems with clarity and control. You’ll explore how industry-specific AI agents can transform service, operations, and back-office workflows by eliminating manual steps and accelerating results. Within the Workforce Acceleration team at Amazon Connect, you’ll help companies turn everyday operations into intelligent, measurable, and continuously improving systems. You’ll work at the intersection of human expertise and AI innovation, delivering capabilities that let enterprises move faster, achieve more, and operate smarter - at global scale.
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
- 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
- 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. 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $137,000/year in our lowest geographic market up to $236,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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