Senior Technical Program Manager, Amazon Connect

Who you are

You have 5+ years of experience in technical program management, successfully leading complex projects from inception to delivery. Your background includes working with cloud-based solutions, and you understand the intricacies of integrating various technologies to create seamless user experiences. You are adept at collaborating with cross-functional teams, ensuring alignment between engineering, product, and business objectives. Your strong communication skills enable you to articulate technical concepts to non-technical stakeholders effectively.

You possess a deep understanding of AWS services and have experience with Artificial Intelligence technologies. You are familiar with Amazon Connect and its capabilities, and you can leverage this knowledge to drive innovative solutions that meet customer needs. You thrive in environments that require strategic thinking and problem-solving, and you are passionate about delivering high-quality technology solutions that enhance customer interactions.

Desirable

Experience with customer service technologies or contact center solutions is a plus. Familiarity with Agile methodologies and project management tools will help you excel in this role. You are a proactive learner, always seeking to expand your knowledge of emerging technologies and industry trends.

What you'll do

In this role, you will lead the development of Amazon Connect, a cloud-based contact center solution that transforms how businesses interact with their customers. You will work closely with engineering teams to define project scopes, timelines, and deliverables, ensuring that all aspects of the project align with customer expectations and business goals. Your role will involve managing stakeholder communications, providing regular updates on project progress, and addressing any challenges that arise during the development process.

You will also be responsible for identifying opportunities to enhance the functionality of Amazon Connect by leveraging AWS services such as Amazon Lex, Amazon Polly, and AWS Lambda. Your insights will help shape the product roadmap and prioritize features that deliver the most value to customers. You will collaborate with product managers and designers to ensure that the user experience is intuitive and meets the needs of diverse businesses.

Additionally, you will analyze customer feedback and usage data to inform future enhancements and drive continuous improvement. Your ability to synthesize information and make data-driven decisions will be crucial in this role. You will also mentor junior team members, sharing your expertise and fostering a culture of learning and growth within the team.

What we offer

Amazon offers a competitive compensation package, including equity and comprehensive benefits. You will have the opportunity to work in a dynamic environment where innovation is encouraged, and your contributions will have a direct impact on the success of Amazon Connect. We value diversity and inclusion and encourage you to apply even if your experience doesn't match every requirement. Join us in transforming the customer service industry through cutting-edge technology solutions.