Sr. Product Manager, Technical, Amazon Connect Customer

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 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 easy-to-use cloud customer experience solution that helps companies of any size deliver exceptional customer outcomes at lower cost. Connect Customer 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 Senior Product Manager, Technical to help drive the product vision and execution for Amazon Connect Customer Step-by-Step Guides (Guides). In this role, you will own the product strategy and roadmap for Guides, and shape how businesses lead agents and end-customers through the steps that resolve each interaction. You will own how businesses build and refine guided experiences across agent-assisted and self-service use cases, and how those workflows evolve from static sequences into dynamically assembled interactions powered by AI. This role suits a builder who wants to set the direction for a growing product, not just execute against a defined one.

Key job responsibilities

• Own the product roadmap and execution for Step-by-Step Guides, setting the direction for your product and driving measurable usage growth and adoption across agent-assisted and self-service use cases.
• Own the guided workflows at the core of Guides, from creation and template management to AI-assisted assembly, so businesses make each interaction faster and more consistent.
• Define how businesses measure guided experiences, identifying what drives agent performance and self-service resolution, and closing the loop so each interaction improves the next.
• Lead the evolution of Guides from deterministic workflows into dynamically assembled experiences, partnering with Interactive AI teams while managing the tension between an AI-powered future and today"s product needs.
• Make it easier for builders to create and customize guided experiences using Views, so businesses implement and scale Guides across their contact centers without specialized development.
• Partner with go-to-market teams to develop positioning that accelerates adoption, builds and nurtures the sales pipeline, and drives feature adoption across customer organizations.
• Work backwards from customers to identify and prioritize the right problems, then partner with engineering, design, and science to deliver.

In this role, you will be part of a startup-like culture with the stability of an established industry leader. You will build software that materially improves people"s lives.

A day in the life

• You like working directly with all levels and types of customers, from CxO to individual contributors and engineers to business people, to solve their most complicated problems through software.
• You enjoy being on a team that fosters a collaborative environment as we work towards common goals.
• You are a passionate learner and are motivated to take on new and, oftentimes, ambiguous challenges.
• You are able to lead and partner with a variety of stakeholders to identify and prioritize the right problems to solve and solutions to develop.
• You are comfortable and thrive in a fast-paced environment.

About the team

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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