Job Information
Amazon Sr. Product Manager, Amazon Connect in Seattle, Washington
Description
AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.
Amazon Connect is an easy-to-use cloud contact center service that helps companies of any size deliver superior customer engagement at lower cost. Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enables businesses to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With analytics that provide a complete view of customer conversations for both voice and chat, businesses can automatically transcribe customer calls, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all natively within Amazon Connect. Amazon Connect Contact Lens also provides businesses with generative AI powered capabilities such as automated post-contact summaries, freeing up time for agents to assist more customers by eliminating manual note-taking, and facilitating supervisors in understanding customer conversations to ensure the completion of committed follow-up actions. Supervisors can maintain quality standards with performance evaluation and screen recording capabilities that assess critical performance criteria, automatically complete evaluations for 100% of agents’ customer interactions, and observe their actions, making it easier to identify coaching opportunities. And, we are only just getting started!
The Amazon Connect team is recruiting a Senior Product Manager - Technical to drive the vision, growth, and adoption of Amazon Connect Contact Lens product suite including conversational analytics, agent performance evaluation, and screen recording capabilities. This is a highly visible role and the ideal candidate should have prior experience in shipping analytics and optimization products. In addition to strong technical knowledge, the ideal candidate should thrive in a fast-paced start-up like environment and be passionate about solving ambiguous problems.
Our Senior Product Managers - Technical are responsible for end-to-end product ownership over one or more of our technical products. We expect you to dive deep into the technology from both a product and customer perspective. Customers may include developers, IT departments, or enterprise CIOs from the world’s best companies. To succeed, you will have technical acumen and a passion for both technology and business.
From day 1, you will be responsible for a large product and have the autonomy to think strategically and make data-driven decisions to drive innovative solutions. Over their careers, successful PM-Ts will be exposed to multiple businesses/products, and will grow into senior executives who independently run large business segments and organizations. This product will serve a complex ecosystem of users and companies that interact with each other, leveraging data insights and machine learning without disrupting the end-user experience. The product will provide low latency (single digit milliseconds) at a very high scale (millions of requests per second) and tens of thousands of compute instances to manage the request volume.
If you’re entrepreneurial and want to build and own transformative technology-driven products, join us in making history.
Learn more about Amazon Connect: https://aws.amazon.com/connect/
Learn more about Amazon Connect Contact Lens: https://aws.amazon.com/connect/contact-lens/
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee -led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
This position can sit in Seattle or Vancouver.
Key job responsibilities
Build the strategy and roadmap, and define features that delight our customers, drive adoption, and increase utilization of our Contact Lens capabilties
Develop new pricing models
Perform outbound marketing and product launch activities
Own the strategy to drive growth in existing and new markets
Report to senior leadership on the state of the business
Manage communications to customers pertaining to service interruptions or other issues with services that may impact them
About the team
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
Vancouver, Canada
Basic Qualifications
5+ years of working as a Technical Product Manager experience
Experience in taking a product from conception & definition phase through engineering design and taking it to market
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
Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
Experience working within teams delivering software products and features using agile methodologies
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $137,000/year in our lowest geographic market up to $236,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.