Product Technical Manager (PMT)

Position: Product Technical Manager (PMT)/ Amazon Connect Administration Consultant
Location: Seattle, Washington
Duration: Contract
Job ID: 179624

Job Overview:
We are seeking a highly skilled Product Technical Manager (PMT) to oversee the administration and strategic development of Amazon Connect instances. The ideal candidate will have extensive experience in managing contact center platforms, providing architectural recommendations, and mentoring team members. This role requires a blend of technical expertise and strategic vision to ensure the optimal performance and scalability of Amazon Connect deployments.

Responsibilities:

• Day-to-Day Administration:
  • Design, implement, and maintain contact flows, routing profiles, and queues to ensure optimal call distribution.
  • Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect.
  • Configure and optimize queue settings, hours of operation, and quick connects based on business needs.
  • Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance.
  • Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics.
• Strategic Guidance:
  • Provide architectural recommendations to improve the Connect deployment and scale for future growth.
  • Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens).
  • Document best practices, runbooks, and SOPs for ongoing Connect operations.
  • Mentor and upskill existing team members on Amazon Connect capabilities.
  • Collaborate with team members to offload bandwidth constraints and ensure continuity of Connect operations.

• Required Qualifications:
  • 5+ years of hands-on experience administering Amazon Connect instances in a production environment.
  • Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects.
  • Experience with user and security profile management, IAM policies, and access controls.
  • Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis).
  • Strong troubleshooting skills for contact center platform issues.
  • Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Preferred Qualifications:
  • Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics.
  • Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB.
  • Familiarity with workforce management (WFM) tools and their integration with Connect.
  • Prior experience working with or for BPO/contact center service providers.
  • Knowledge of telephony concepts: SIP, PSTN, DID management.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

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Pay Range: $80 - $82

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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During the hiring process, we may use artificial intelligence (AI) tools to assist in evaluating information related to your application. These tools may help analyze job-related qualifications or assist recruiters in reviewing applications and interview responses. AI-generated information is one factor considered in our hiring process. Final employment decisions are made by qualified hiring personnel and are not based solely on AI-generated recommendations.

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