Sr. Product Manager Tech - ES, Amazon Connect

About the Role

As part of the AWS Applied AI Solutions organization, we aim to provide business applications that leverage Amazon's unique experience and expertise, helping millions of companies worldwide manage their day-to-day operations. We accelerate our customers' businesses by delivering intuitive and differentiated technology solutions that address enduring business challenges. Our team blends vision with curiosity and Amazon's real-world experience to create opinionated, turnkey solutions. We aim to be the trusted partner for customers who prefer to buy over build, offering solutions that are easy to use and no-brainers to buy.

Amazon Connect, an AI-powered customer experience solution, has become an AI leader since its 2017 launch, transforming how organizations interact with their customers. With a rapidly growing customer base, we face an exciting charter that includes solving complex engineering and algorithmic problems while designing simple, beautiful user experiences.

Responsibilities

• Own the product roadmap and end-to-end delivery for specific RTC features and capabilities (e.g., turnkey RTC apps like voicemail, co-browse, screen recording; or agentic foundations like unified TTS, bidirectional streaming, or multilingual analytics)
• Define product strategy and pricing for owned areas, writing clear BRDs/PRDs with well-defined customer use cases, acceptance criteria, and success metrics
• Work backwards from customer needs by analyzing support tickets, customer escalations, usage data, and direct feedback to identify high-impact feature gaps and prioritize accordingly
• Partner with engineering to understand technical constraints, make informed trade-offs between scope, quality, and speed, and ensure on-time delivery of high-quality features at scale
• Drive feature launches end-to-end, from requirements through design, development, testing, and GA launch, including writing launch announcements and enabling GTM teams
• Coordinate cross-team dependencies with partner teams across Amazon Connect (e.g., Contact Management, Flows, Contact Lens, Telecom) to ensure seamless integration of RTC capabilities
• Engage directly with enterprise customers to understand migration blockers, validate product direction, and close feature gaps that unblock adoption and revenue growth
• Define and monitor success metrics, conduct post-launch analysis, and iterate rapidly to improve feature adoption and customer satisfaction
• Contribute to strategic planning processes (OP1/OP2) with data-driven proposals for new investments and resource allocation

Qualifications

• 5+ years of technical product management with internet business experience
• 5+ years of working as a Technical Product Manager
• 3+ years of technical experience (software development, network development, IT, or related)
• 7+ years of full product life cycle experience
• 5+ years of P&L management and pricing experience
• 5+ years of creating written documents for the development of new products
• 5+ years of enterprise security product experience
• 5+ years of product management in the cloud computing technology space
• Bachelor's degree in computer science, engineering, math, finance, or economics
• Experience taking a product from conception and definition through engineering design and market launch
• Experience delivering large-scale SaaS, PaaS, or IaaS products, managing the full product lifecycle from concept to GTM

Preferred Qualifications

• Knowledge of engineering practices for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and live site operations
• Experience working within teams delivering software products and features using agile methodologies

About the Team

We are a fun, inclusive team working towards a common goal. We value customer needs, enjoy solving real-world problems, and strive for work-life balance. Our team is passionate about learning, taking on new challenges, and delivering impactful solutions.

Pay

The base salary range for this position in Seattle, WA, is $152,200.00 - $205,900.00 USD annually. Final compensation includes sign-on payments, restricted stock units (RSUs), and is determined based on experience, qualifications, and location.