Sr. Product Manager Technical, Amazon Connect Customer

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 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.

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

• - 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
• 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
• [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
• [https://amazon.jobs/en/benefits].
• USA, WA, Seattle - 152,200.00 - 205,900.00 USD annually