Principal Product Manager, Tech, Amazon Connect

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 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. Amazon Connect Customer is an AI-native customer experience foundation that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer, businesses deploy intelligent self-service across voice and digital channels that understands natural language, reasons across knowledge sources, and takes action on behalf of customers. Amazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency, human-like conversational quality, and self-healing intelligence that detects where AI fails and continuously improves. With this technology, we are transforming the way customers interact with businesses and how agents service them. A key part of this role is leading the workflow engine and capabilities responsible for enabling both agentic and deterministic experiences across Connect Customer. You will own a engine responsible for orchestrating billions of interaction and tasks across Amazon Connect Customers. 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 Customer's agentic customer experience 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 agent, supervisor, 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 on our team, 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. The position is a rare opportunity to join a fast-growing business at the cutting edge of applied AI and help shape the technology and product as we grow. You will work on agentic systems, speech and conversational AI, and self-healing feedback loops that are redefining how businesses and their customers interact at scale. You will play a crucial role in developing the next generation of AWS application services and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. 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 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 • 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. • 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 A day in the life Our team puts a high value on work-life balance. 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 how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work. Mentorship & Career Growth. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re build