Job description
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.
Key job 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
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.
Work/Life Balance
We value work-life harmony.
Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture.
When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
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.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer.
That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
BASIC QUALIFICATIONS
- 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)
PREFERRED QUALIFICATIONS
- 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
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
Required Skill Profession
Operations Specialties Managers
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