Sr. Product Manager, Technical, Amazon Connect Customer

About the role

As part of the AWS Applied AI Solutions organization, you will help drive the product vision and execution for Amazon Connect Customer Step‑by‑Step Guides (Guides). You will own the product strategy and roadmap, shaping how businesses lead agents and end‑customers through the steps that resolve each interaction. The role focuses on building guided experiences across agent‑assisted and self‑service use cases, evolving static sequences into dynamically assembled, AI‑powered interactions.

Responsibilities

• Own the product roadmap and execution for Step‑by‑Step Guides, setting direction and driving measurable usage growth and adoption across agent‑assisted and self‑service use cases.
• Own the guided workflows at the core of Guides, from creation and template management to AI‑assisted assembly, enabling faster and more consistent interactions.
• Define how businesses measure guided experiences, identifying drivers of agent performance and self‑service resolution, and close the loop so each interaction improves the next.
• Lead the evolution of Guides from deterministic workflows into dynamically assembled experiences, partnering with Interactive AI teams while balancing AI‑powered futures with current product needs.
• Make it easier for builders to create and customize guided experiences using Views, allowing businesses to implement and scale Guides without specialized development.
• Partner with go‑to‑market teams to develop positioning that accelerates adoption, builds the sales pipeline, and drives feature adoption across customer organizations.
• Work backwards from customers to identify and prioritize the right problems, then collaborate with engineering, design, and science to deliver solutions.

Day in the life

You will work directly with customers at all levels—from C‑suite executives to individual contributors and engineers—to solve complex problems through software. You thrive in a collaborative, fast‑paced environment, enjoy learning, and are comfortable tackling ambiguous challenges while leading and partnering with diverse stakeholders.

Team and culture

Amazon values diverse experiences and encourages candidates with non‑traditional backgrounds to apply. AWS is the world’s most comprehensive cloud platform, trusted by startups to Global 500 companies. The culture emphasizes curiosity, inclusion, and continuous learning through employee‑led affinity groups, events, and mentorship programs. Resources for career growth, knowledge‑sharing, and professional development are abundant.

Basic qualifications

• 5+ years of product management in the cloud computing technology space.
• 7+ years of full product life‑cycle experience.
• 5+ years working as a Technical Product Manager.
• 5+ years of P&L management and pricing experience.
• 5+ years of creating written documentation for new product development.
• Bachelor’s degree in computer science, engineering, math, finance, or economics.
• Experience taking a product from conception and definition through engineering design to market.
• Experience delivering large‑scale SaaS, PaaS, or IaaS products with full lifecycle responsibility, from concept through go‑to‑market.

Preferred qualifications

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

Compensation

USA, New York, NY: $167,400 – $226,500 annually

USA, Seattle, WA: $152,200 – $205,900 annually

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription).
• Basic Life & AD&D insurance with optional supplemental life plans.
• Employee Assistance Program, mental health support, and medical advice line.
• Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.