Principal Product Manager, Technical, Workspace, Amazon Connect

Amazon•Seattle, WA

About The Position

As part of the AWS Applied AI Solutions organization, our vision is 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' success through delivery of intuitive and differentiated technology solutions which 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 easy-to-use cloud customer experience solution that helps companies of any size deliver exceptional customer outcomes at lower cost. Connect has evolved into a unified customer engagement application that seamlessly blends human expertise with AI-driven interactions, supporting billions of customer engagements globally. We are seeking a Principal Product Manager, Technical to own and drive Amazon Connect's workspace - the unified application interface used by both contact center agents and end-customers to deliver exceptional customer experiences. In this role, you will drive adoption and evolution of workspace across agent and customer touchpoints while shaping its future as an AI-powered experience. You will define how AI dynamically adapts interfaces to surface relevant information and actions based on real-time context, fundamentally transforming how organizations manage teams of AI agents operating alongside human workers.

Requirements

7+ years of working as a Technical Product Manager experience
5+ years of technical (software development, network development, IT, other related) experience
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)
Experience with contact center or customer engagement applications
Track record of evolving applications through significant technological transitions
Deep expertise with modern technology architectures and patterns
Extensive knowledge of AWS services and cloud architecture
Background in human-AI interaction design or related fields

Responsibilities

Own the product strategy for Amazon Connect workspace serving contact center agents and end-customers, driving adoption across Amazon Connect customers. This includes development of agent and customer-facing applications that accelerate workspace adoption and usage.
Define patterns and standards for application integration, enabling both Amazon teams and partners to build high-quality experiences within workspace
Drive the product strategy and execution for integrating Connect's AI capabilities into workspace, creating experiences where humans and AI agents work together effectively
Develop positioning and go-to-market strategies that accelerate user adoption
Build and grow relationships with strategic customers, serving as the primary escalation point and thought leader for workspace vision
Create mechanisms that scale quality and consistency as our applications continue to scale

Benefits

Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume