Sr. Product Manager Tech - ES, 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.

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 Senior Product Manager - Technical, External Services to join us to lead the strategy and roadmap for communication channels in Amazon Connect. The position is a rare opportunity to join a fast-growing business and help shape the technology and product as we grow. 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:

1. 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.

2. 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.

3. You"d like to be directly responsible for solving real customer problems.

4. You are a passionate learner and are motivated to take on new challenges.

5. You want to have fun, surround yourself with a highly talented team that likes to solve complex problems, but also enjoys work-life balance.

Key job responsibilities

Own the product roadmap and end-to-end delivery for specific RTC features and capabilities (e.g., turnkey RTC apps like voicemail, co-browse, screen recording; or agentic foundations like unified TTS, bidirectional streaming, or multilingual analytics)

Define product strategy and pricing for your owned area, writing clear BRDs/PRDs with well-defined customer use cases, acceptance criteria, and success metrics that engineering teams can execute against

Work backwards from customer needs - analyze support tickets, customer escalations, usage data, and direct customer feedback to identify the highest-impact feature gaps and prioritize accordingly

Partner deeply with engineering to understand technical constraints, make informed trade-offs between scope, quality, and speed, and ensure on-time delivery of high-quality features at scale

Drive feature launches end-to-end - from requirements through design, development, testing, and GA launch - including writing launch announcements and enabling GTM teams

Coordinate cross-team dependencies with partner teams across Amazon Connect (e.g., Contact Management, Flows, Contact Lens, Telecom) to ensure seamless integration of RTC capabilities

Engage directly with enterprise customers to understand migration blockers, validate product direction, and close feature gaps that unblock adoption and revenue growth

Define and monitor success metrics, conduct post-launch analysis, and iterate rapidly to improve feature adoption and customer satisfaction

Contribute to the team"s strategic planning processes (OP1/OP2) with data-driven proposals for new investments and resource allocation

About the team

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