Senior Product Manager, Technical, Connect

Description

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 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 an AI‑powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

We are looking for a passionate, talented, and experienced Senior Product Manager to join Amazon Connect's Workforce Acceleration team, responsible for the workload forecasting, capacity planning, and agent scheduling product portfolio. Amazon Connect forecasting and agent scheduling handles all aspects of customer service agent schedule management in the contact center center -- forecasting how many agents are required, creating schedules that align to the forecast, while giving agents visibility and control over their schedules (e.g., time‑off requests), with automation to minimize management overhead.

You will play a crucial role in developing the next generation of generative AI‑infused forecasting and agent scheduling capabilities, and have the opportunity to design and deliver high‑scale, resilient systems while maintaining a constant customer focus. As Senior Product Manager, you will drive the vision and strategy for Amazon Connect's forecasting and agent scheduling analytics capabilities, leading 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 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 meaningful impact on 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 while surrounding yourself with a highly talented pool of engineers who like to solve complex problems and enjoy work‑life balance.

Learn more about Amazon Connect:

• 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 goal
• Drive executive communications and alignment on strategy and vision

Our team puts a high value on work‑life harmony. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on…