Principal Product Manager - Tech, Amazon Connect

Principal Product Manager for Amazon Connect

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 AWS's cloud contact center service that helps companies provide superior customer service at lower cost. Amazon Connect is widely adopted as a contact center application, yet its broader capabilities such as automating workflows, enhancing operational efficiency with AI, and driving customer engagement across industries, are foundational for creating new solutions that address business challenges beyond the contact center. Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI? Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries. We are seeking an experienced Principal Product Manager to act as an Innovation Strategist, collaborating across internal and external teams to inspire the development and adoption of Connect in new, non-contact center use cases, helping Amazon teams adopt the full suite of our native AI solutions, and positioning Amazon as a leader in cloud innovation. Success in this role depends on a combination of technical knowledge, strong communication skills, creative problem solving, and forward-thinking creativity. Key deliverables will include developing innovative prototypes, driving adoption of our native AI features with Amazon businesses, and providing strategic guidance to Connect service teams, and evangelizing Connect's versatility both internally and externally. You will be challenged to solve customer problems at AWS scale. You will be part of a strong team in a fast-paced, start-up environment where agile development is embraced and innovation is encouraged. You will get support and resources from some of the smartest people in the industry to continue your personal and professional growth. You'll be joining a fun team that prides itself on a great work environment with an inclusive group of people that loves working together towards a common goal and make history in launching a new strategic service in the industry.

Key Job Responsibilities

1. Develop Prototypes

• Collaborate with internal teams or external customers to create prototypes that showcase Amazon Connect's versatility in solving industry-specific challenges.
• Focus on innovative applications, such as automating supply chain workflows, enhancing healthcare patient engagement, or streamlining financial fraud detection.
• Ensure prototypes are technically robust, scalable, and serve as benchmarks for the industry.

2. Provide Strategic Guidance to Connect Service Teams

• Analyze insights from prototype development to identify opportunities for enhancing Amazon Connect's features and capabilities.
• Work closely with service teams to incorporate learnings from prototypes, driving continuous improvement and innovation within the platform.
• Offer actionable recommendations that align with customer needs and industry trends.

3. Evangelize Connect's Capabilities

• Deliver tailored public speaking engagements at industry conferences, webinars, and events to share success stories and demonstrate Connect's potential.
• Publish thought leadership content, including white papers in reputable industry magazines, to set new trends and inspire broader adoption.
• Position Amazon Connect as a versatile, industry-leading solution through compelling narratives and real-world examples.

A Day in the Life

You are passionate about driving the internal adoption of Amazon Connect (eat your own dog food), and like working directly with all levels and types of customers 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

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.

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.