Sr Product Manager Technical - External Services, Connect

Sr Product Manager Technical - External Services, Amazon Connect

Job  |  Services LLC

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 work forces 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.

Amazon Connect Tasks enables companies to prioritize, assign, route, and automate work to improve human and AI agent productivity, scaling operations without increasing costs. We’re looking for a Senior Product Manager to lead Tasks into its next stage of growth and redefine how organizations orchestrate work across people and AI. This is a rare opportunity to shape one of Amazon Connect’s most strategic services at a time when customers are rethinking how work gets done.

You’ll dive deep into how businesses use Tasks today, identify the most valuable opportunities for expansion, and build the next generation of agentic work management where AI agents can independently interpret intent, take action, and complete work across systems with clarity and control. You’ll explore how industry‑specific AI agents can transform service, operations, and back‑office workflows by eliminating manual steps and accelerating results.

Within the Workforce Acceleration team at Amazon Connect, you’ll help companies turn everyday operations into intelligent, measurable, and continuously improving systems. You’ll work at the intersection of human expertise and AI innovation, delivering capabilities that let enterprises move faster, achieve more, and operate smarter - at global scale.

• Engage with customers to work backwards from their goals and challenges to define a product vision, including future roadmap, investment, innovation and experimentation.
• Influence senior leaders across AWS and communicate your product vision, strategy, goals, status, and customer impact.
• Build a roadmap and define features that delight our customers, drive adoption, and increase utilization of our services.
• Collaborate with engineering to build new capabilities and source customers for early adoption, beta testing and launch partners.
• Launch and promote new capabilities, in collaboration with product marketing.
• Deliver compelling presentations, product demos, technical blogs, and discussions to drive adoption of communication offerings.

• You like working directly with all levels and types of customers, from CxO to individual contributors and engineers to business people, 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, often times, ambiguous challenges.
• You are able to lead and partner with a multitude of…