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.
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
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
