Job Summary
We are seeking an experienced Amazon Connect Product Manager with 12+ years of experience in enterprise product management. The ideal candidate will have a strong background in defining, launching, and supporting complex software or customer experience products, with the ability to translate business objectives and customer needs into product strategy, roadmaps, and prioritized requirements. Experience with Amazon Connect, contact center operations, omnichannel service, and AWS is highly desirable.
Key Responsibilities
• Define product strategy, roadmaps, priorities, and requirements for complex enterprise software and customer experience products.
• Translate business objectives, customer needs, and operational constraints into clear product strategies and prioritized requirements.
• Partner with engineering, architecture, operations, and business stakeholders to deliver cloud-based platforms and integrations.
• Lead product discovery, migration planning, platform adoption, and cost and performance optimization initiatives.
• Define user journeys, process flows, APIs, integration requirements, and acceptance criteria for technical delivery teams.
• Manage product backlogs, release planning, and delivery activities within Agile and SDLC frameworks.
• Drive reliable, scalable, and high-impact product outcomes across complex enterprise environments.
• Define and track KPIs, analytics, customer feedback, experimentation, and benefits realization to support data-driven product decisions.
• Collaborate with technical teams throughout product development, delivery, release, and continuous improvement activities.
• Leverage AI capabilities, including GenAI-assisted discovery, customer and market analysis, prioritization, automation, and insight generation, to accelerate product outcomes.
• Support product adoption and continuous improvement based on customer feedback, operational performance, and business objectives.
Required Qualifications
• 12+ years of enterprise product management experience.
• Proven experience defining, launching, and supporting complex software or customer experience products.
• Strong ability to translate business objectives, customer needs, and operational constraints into product strategy, roadmaps, and prioritized requirements.
• Hands-on experience partnering with engineering, architecture, operations, and business stakeholders to deliver cloud-based platforms and integrations.
• Experience leading product discovery, migration planning, adoption, and cost/performance optimization initiatives.
• Working knowledge of Agile delivery, backlog management, release planning, SDLC practices, and source-control-enabled delivery workflows.
• Proven track record of driving reliable, scalable, and high-impact outcomes in complex enterprise environments.
• Data-driven approach to product management, including KPI definition, analytics, customer feedback, experimentation, and benefits realization.
• Experience defining user journeys, process flows, APIs/integration requirements, and acceptance criteria for technical delivery teams.
Preferred Qualifications
• Experience with Amazon Connect or other enterprise contact center platforms.
• Experience with contact center operations, omnichannel service operations, telephony, IVR, WebRTC, and agent/customer experience.
• Familiarity with AWS cloud platforms and services.
• Product Management certification such as CSPO, Pragmatic, or equivalent.
• Experience leveraging Generative AI for product discovery, analysis, prioritization, automation, and customer insights.
• Strong understanding of cloud-based customer experience solutions.
