Product Manager / Consultant (Technical) – Amazon Connect Platform

Allstate•McCullom Lake, IL

13d

About The Position

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description Role Overview The Direct Phone Sales Telephony and Support team is seeking a Product Manager / Consultant (Technical) to contribute to the definition, delivery, and ongoing ownership and evolution of the Amazon Connect platform. This role is part of a team of Product Managers responsible for maximizing customer value, operational efficiency, and platform effectiveness across the contact center ecosystem. The position emphasizes platform strategy, operational alignment, and customer experience optimization. Role Leveling & Scope This role is a mid-to-senior individual contributor position focused on Amazon Connect platform ownership. The Product Manager / Consultant is expected to operate within an established product team, owning platform initiatives, influencing cross-functional stakeholders, and driving outcomes across multiple functional areas, without direct people management responsibility.

Requirements

3–5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies.
Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions.
Experience working with contact center operations, IT, analytics, Workforce Management, and Quality teams.
Strong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reporting.
Familiarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialing.
Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and real-time agent support.
Ability to interpret dashboards and performance data and translate insights into platform recommendations.
Strong analytical and problem-solving skills with the ability to define, track, and optimize KPIs.
Excellent communication and collaboration skills across technical and non-technical audiences.
Experience working in Agile/Scrum environments; familiarity with SAFe or other scaled agile frameworks is a plus.
Strong business acumen with the ability to balance customer experience, operational efficiency, and compliance.

Nice To Haves

Experience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or Avaya is a plus.
Insurance industry experience is a plus but not required.
Experience with ad-hoc reporting or data analysis tools such as SQL is a plus.

Responsibilities

Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives.
Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization.
Provide recommendations to leadership to guide platform investment and prioritization decisions based on customer impact and operational value.
Act as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standards.
Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria.
Partner with Agile/Scrum teams, IT, and vendor partners to deliver high-quality platform enhancements.
Review delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectives.
Serve as a knowledgeable point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self-service experiences.
Provide functional guidance on platform administration, configuration, and environment management.
Partner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals.
Participate in discovery and pilot initiatives to validate new Amazon Connect features and enhancements.
Stay informed on Amazon Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistance.
Recommend adoption of emerging platform and AI capabilities based on business value and readiness.
Help define and track key performance indicators across the Amazon Connect platform.
Collaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality results.
Support pilots and A/B testing to measure the impact of platform changes prior to enterprise rollout.
Partner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements.
Align platform capabilities with Workforce Management, Quality Management, and Analytics teams.
Contribute to training, documentation, and change management efforts supporting platform enhancements.