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Amazon

Sr. PMT-ES, Amazon Connect Customer

Seattle, WA, United States

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Job details

Posting language: English
Posted: Aug 13, 2026

Original job description

Description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon Connect is an innovative cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. 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 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.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful simple user experiences. We are looking for a passionate, talented, and experienced Product Manager to join Amazon Connect's Workforce Acceleration team responsible for the capabilities that help companies deliver agentic experiences at scale across all personas. You will play a crucial role in developing the next generation of generative AI infused manager and end-customer experience capabilities and have the opportunity to design and deliver high-scale resilient systems while maintaining a constant customer focus. As a Product Manager you will drive strategic initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven customer-obsessed decisions and work with leadership across AWS to prioritize your programs.

This team is a great fit for you if:

You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal.

You are sensitive to customer needs and interested in working on a service that will be used directly and indirectly by millions of customers and has a meaningful impact to their functions and interactions.

You'd like to be directly responsible for solving real customer problems.

You are a passionate learner and are motivated to take on new challenges.

You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems but also enjoy work life balance.

Learn more about Amazon Connect: https://aws.amazon.com/connect/.

Key job responsibilities

Define creative, high-quality, and clear product roadmaps based on customer and stakeholder needs team strategy and vision • Develop detailed, crisp business requirements and user stories that can be used to create product specifications and architecture for the capabilities offered • Define target customer segment, engage and onboard initial customers, and advocate on their behalf to define product vision iteratively • Partner with Marketing and other AWS professional services teams to craft a go-to-market strategy to fuel the growth of customer base as well as product feature set • Manage prioritization and trade-offs among needs of various customer and stakeholder groups as well as system performance and scalability. • Create buy-in for product vision and roadmap both internally and across key partners • Proactively identify and resolve issues that may impair the team's ability to meet strategic or technical goals. • Drive executive communications and alignment on strategy and vision.

About the team

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.

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.

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.

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.

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.

Basic Qualifications

5+ years of technical product management with internet business experience
5+ years of working as a Technical Product Manager experience
3+ years of technical (software development, network development, IT, other related) experience
7+ years of full product life cycle experience
5+ years of P&L management and pricing experience
5+ years of creating written docs for development of new products experience
5+ years of enterprise security product experience
5+ years of product management in the cloud computing technology space experience
Bachelor's degree in computer science, engineering, math, finance, or economics
Experience in taking a product from conception & definition phase through engineering design and taking it to market
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)

Preferred Qualifications

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

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Seattle - 152,200.00 - 205,900.00 USD annually

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More about this job

Skills

AWS
Amazon Kinesis
Customer experience
Prioritization
Cloud computing
Software development
Product life-cycle
Computer science
Agile
Recruitment
Mental health

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