Sr. Product Manager Technical - External Services, Amazon Connect

Product Manager Technical - External Services

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.

The Product Manager Technical - External Services will drive the product vision and roadmap for AI-powered business solutions. The role requires translating complex customer and business needs into clear product direction while balancing rapid innovation with reliability and compliance. You should be comfortable making decisions with incomplete information and creating clarity from ambiguity. You'll work closely with engineering, science, and cross-functional partners within the team and across AWS. We're looking for a product leader who can maintain high standards while moving quickly, prioritizing both rapid experimentation and responsible AI development to deliver measurable customer impact.

Key Job Responsibilities

• Define and drive the product vision, strategy, and roadmap for AI-powered hiring solutions, translating customer needs into clear requirements and prioritized features
• Partner with engineering and science teams to deliver impactful AI features that simplify complex HR and hiring processes
• Navigate cross-functional dependencies across Connect service teams, internal Amazon teams, Legal, and external partners to deliver on MLP timelines
• Lead customer discovery and beta programs, synthesizing feedback from enterprise customers into actionable product decisions
• Develop and maintain product documentation, including strategy documents, product specs, and go-to-market materials

About The Team

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.