Sr. Product Manager Technical, Amazon Connect

ID: 7103

Type: Full-time

Category: Others

Company Name: Amazon Development Center U.S., Inc.

Location: USA, WA, Seattle; USA, NY, New York

Salary: 152,200.00 - 205,900.00 USD annually

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 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.

We are seeking an experienced Senior Product Manager to act as an Innovation Strategist, collaborating across internal and external teams to inspire the development and adoption of Connect in new, non-contact center use cases, helping Amazon teams adopt the full suite of our native AI solutions, and positioning Amazon as a leader in cloud innovation.

Success in this role depends on a combination of technical knowledge, strong communication skills, creative problem solving, and forward-thinking creativity. Key deliverables will include developing innovative prototypes, driving adoption of our native AI features with Amazon businesses, and providing strategic guidance to Connect service teams, and evangelizing Connect’s versatility both internally and externally.

What you will get from us: You will be challenged to solve customer problems at AWS scale. You will be part of a strong team in a fast-paced, start-up environment where agile development is embraced and innovation is encouraged. You will get support and resources from some of the smartest people in the industry to continue your personal and professional growth. You'll be joining a fun team that prides itself on a great work environment with an inclusive group of people that loves working together towards a common goal and make history in launching a new strategic service in the industry.

Key job responsibilities
- Engage with internal customers and 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 internal customers. Collaborate with engineering to build new capabilities.
- Drive adoption and increase utilization of our services with internal customers, especially our first-party AI offerings.
- Leverage lessons learned from internal customer adoption efforts to shape the success of Amazon Connect with external customers.
- Evangelize Connect’s Capabilities and position Amazon Connect as a versatile, industry-leading solution through compelling narratives and real-world examples.

A day in the life
- You are passionate about driving the internal adoption of Amazon Connect (eat your own dog food), and like working directly with all levels and types of customers 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, oftentimes, ambiguous challenges.
- You are able to lead and partner with a variety of 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
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 working as a Technical Product Manager experience
- - Bachelor's degree in Computer Science, Engineering, or related field
- - Strong technical background with understanding of cloud architecture and distributed systems
- - Track record of successfully taking a product from conception & definition phase through engineering design and taking it to market
- - Experience delivering large-scale products where you are responsible for the full product lifecycle, from concept through GTM (go to market)

Preferred Qualifications

- Experience with contact center technology, CX platforms, or enterprise communication solutions
- Track record of incubating and scaling new products/services
- Experience with AI/ML applications in enterprise context
- Experience with and knowledge of AWS services and cloud architecture

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

Company Information

Company Name: Amazon Development Center U.S., Inc.

Company Website: https://www.amazon.com

Company Address: 410 Terry Avenue North, Seattle, WA 98109, USA

Amazon Development Center U.S., Inc. is a United States-based legal entity and operating subsidiary affiliated with Amazon.com, Inc., established to support the parent company’s software development, engineering, research and product delivery activities within the United States. As an operating arm within the broader Amazon corporate structure, this entity functions primarily as a development center that consolidates engineering, product management, research and related professional services for Amazon’s array of consumer, retail, cloud and device products. The subsidiary serves as an organizational vehicle for recruiting and employing technical and non-technical staff, conducting product and systems development work, and coordinating cross-functional programs that feed into Amazon’s global platforms and services. At a high level, the core activities of Amazon Development Center U.S., Inc. include software engineering and application development; systems design and infrastructure engineering; data science and machine learning research; product and program management; testing and quality assurance; and operational support for services deployed across Amazon’s businesses. The work performed by teams associated with this development center contributes to the design, build, deployment and maintenance of scalable back-end services, consumer-facing features and enterprise tools. These activities typically span areas such as e-commerce retail systems, inventory and fulfillment technology, payments and checkout systems, recommendation and personalization engines, search and catalog services, advertising technology, cloud infrastructure services, developer tools, voice and device platforms (including Alexa and related embedded software), and mobile and web application front ends. The main products and services supported through the development center are those that reflect Amazon’s primary business lines. This includes contributions to Amazon.com’s retail and marketplace platform (catalog management, customer experience features, seller systems and order processing), Amazon Web Services (cloud compute, storage, data services and developer tooling), Alexa and devices (voice assistant features, device firmware, and cloud-based voice services), Kindle and digital content services (content distribution and reading applications), Prime membership features (media delivery, recommendations, and benefits management), and advertising technology (ad serving, targeting and measurement solutions). In each area, the development center’s personnel typically work on software components, APIs, distributed systems, automation, security, reliability engineering and performance optimization to enable scalable, resilient services used by millions of customers worldwide. Beyond product development, the development center supports organizational activities such as engineering hiring and on-boarding, developer training programs, localized research initiatives, collaboration with academic partners, and participation in global product planning and feature roll-outs. Teams at the center often collaborate with other Amazon business units and international development centers to integrate new features into global releases, implement region-specific regulatory or compliance requirements, and adapt large-scale services to meet diverse customer and market needs. Amazon Development Center U.S., Inc. operates within the broader industry positioning of Amazon, which on official company sources identifies itself as a technology company that operates in e-commerce, cloud computing, digital content, and consumer electronics. The subsidiary’s work aligns with those areas by focusing on technology development and operational engineering that underpin Amazon’s public-facing services and internal platforms. Official Amazon communications highlight continuous investment in product innovation, infrastructure, and customer experience improvements; the activities of development centers and engineering subsidiaries are core enablers of those investments. In practical terms, the development center serves as a hub for multidisciplinary engineering teams that apply modern software-development practices, cloud-native architectures and machine learning methods to solve large-scale problems. Typical operational emphases include building distributed systems with high availability, implementing secure and compliant data-handling practices, optimizing latency and throughput for customer transactions, automating deployment pipelines and monitoring, and using data-driven experimentation to inform product decisions. While Amazon Development Center U.S., Inc. is a legal corporate entity with administrative and operational responsibilities, its identity and output are tightly integrated with Amazon’s global product and service ecosystem. The value proposition of the center lies in providing specialized engineering capacity and localized operational capabilities that accelerate the creation, iteration and delivery of software and services that support Amazon’s customers, sellers, partners and internal stakeholders. As with other Amazon development centers, the subsidiary contributes to both feature development and the foundational technologies that enable Amazon’s large-scale commerce, cloud and device businesses. For public inquiries and general information about Amazon’s corporate structure, product lines and corporate mission, Amazon’s official corporate communications and website provide primary documentation. Amazon publicly states its overarching mission and describes its principal business segments and technology investments, which contextualize the role that U.S.-based development centers and subsidiaries play within the company’s broader strategy and operations.

Visit company vacancy