As part of the AWS Applied AI Solutions organization, our vision is 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' success through delivery of intuitive and differentiated technology solutions which 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 easy-to-use cloud customer experience solution that helps companies of any size deliver exceptional customer outcomes at lower cost. Connect has evolved into a unified customer engagement application that seamlessly blends human expertise with AI-driven interactions, supporting billions of customer engagements globally.
We are seeking a Principal Product Manager, Technical to drive the strategic vision and execution for Amazon Connect's proactive engagement solutions. In this role, you will own the product strategy for Outbound Campaigns and define the 3-5 year vision for how organizations proactively engage customers across channels. You will shape the future of customer engagement by creating seamless journeys that integrate proactive outreach with inbound service, leveraging AI agents and human interactions across voice, SMS, email, WhatsApp, web, and mobile channels. This role requires deep expertise in contact center technologies, customer engagement strategies, and regulatory compliance across global regions.
Key job responsibilities
- Own the product strategy and roadmap for Amazon Connect's Outbound Campaigns, including Voice Service and Campaigns Processing, driving revenue growth and platform adoption across target industries
- Define the 3-5 year vision for Connect's proactive engagement capabilities spanning customer segmentation, campaign management, channel orchestration, and content management
- Develop the AI strategy for outbound engagement, defining how AI agents integrate with customer workflows and aligning with Connect's broader AI vision while advocating for outbound-specific use cases
- Identify and drive strategic opportunities to expand Connect's Outbound Campaigns beyond traditional service use cases, exploring new verticals, workflows, and integration possibilities
- Develop go-to-market strategies and positioning that accelerate adoption, build and nurture the sales pipeline, and drive feature adoption across customer organizations
- Understand regulatory requirements (TCPA, OFCOM, HIPAA) across global regions while enabling customers to execute effective campaigns
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, 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.
About the team
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.- 7+ years of working as a Technical Product Manager experience
- 5+ years of technical (software development, network development, IT, other related) experience
- 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 with contact center or customer engagement applications
- Track record of evolving applications through significant technological transitions
- Deep expertise with modern technology architectures and patterns
- Extensive knowledge of AWS services and cloud architecture
- Background in human-AI interaction design or related fields
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $163,000/year in our lowest geographic market up to $281,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
