Experienced Senior Product Manager for Amazon Connect - Technical Leadership in Cloud Contact Center Solutions and Conversational Analytics

Introduction to Amazon Connect and Our Team

At Amazon, we're committed to innovation and customer satisfaction. As part of the AWS Solutions organization, our team is dedicated to providing business applications that leverage Amazon's unique experience and expertise, used by millions of companies worldwide to manage day-to-day operations. We're now seeking an experienced Senior Product Manager to join our Amazon Connect team, focusing on the development and growth of our Contact Lens product suite, which includes conversational analytics, agent performance evaluation, and screen recording capabilities.

About Amazon Connect and Contact Lens

Amazon Connect is an easy-to-use cloud contact center service that helps companies of any size deliver superior customer engagement at a lower cost. Contact Lens provides contact center analytics and quality management capabilities, enabling 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.

Key Responsibilities of the Senior Product Manager

As a Senior Product Manager - Technical, you will drive the vision, growth, and adoption of Amazon Connect Contact Lens. Your key responsibilities will include:

• Building the strategy and roadmap, and defining features that delight our customers, drive adoption, and increase utilization of our Contact Lens capabilities
• Developing new pricing models
• Performing outbound marketing and product launch activities
• Owning the strategy to drive growth in existing and new markets
• Reporting to senior leadership on the state of the business
• Managing communications to customers pertaining to service interruptions or other issues with services that may impact them

Essential Qualifications

To be successful in this role, you should have:

• 5+ years of experience as a Technical Product Manager
• Experience in taking a product from conception and definition phase through engineering design and taking it to market
• Experience delivering large-scale SaaS, PaaS, or IaaS products, where you are responsible for the full product lifecycle, from concept through go-to-market
• Strong technical knowledge and a passion for both technology and business
• Experience working within teams delivering software products and features using agile methodologies
• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle

Preferred Qualifications

While not required, the following qualifications are preferred:

• Prior experience in shipping analytics and optimization products
• Experience with cloud contact center solutions and conversational analytics
• Strong understanding of customer needs and market trends in the contact center industry
• Excellent communication and project management skills
• Ability to work in a fast-paced, start-up-like environment and thrive in ambiguity

Skills and Competencies

To succeed as a Senior Product Manager - Technical, you should possess:

• Technical acumen and a passion for technology and business
• Strong problem-solving skills and the ability to think strategically
• Excellent communication and collaboration skills
• Ability to drive innovation and growth through data-driven decisions
• Strong leadership and mentoring skills, with the ability to guide cross-functional teams

Career Growth Opportunities and Learning Benefits

At Amazon, we're committed to the growth and development of our employees. As a Senior Product Manager - Technical, you will have the opportunity to:

• Work on complex and challenging projects that impact millions of customers worldwide
• Collaborate with experienced engineers, product managers, and designers to develop innovative solutions
• Develop your technical and business skills through training and mentorship programs
• Take on new challenges and responsibilities as you grow in your career
• Contribute to the development of our inclusive and diverse culture

Work Environment and Company Culture

At Amazon, we value work-life balance and offer a flexible work environment that allows you to thrive in both your personal and professional life. Our team is committed to:

• Inclusive team culture, with a focus on diversity and equity
• Work-life balance, with flexible working hours and remote work options
• Mentorship and career growth opportunities, with a focus on developing your skills and abilities
• Collaborative and dynamic work environment, with a focus on innovation and customer satisfaction

Compensation, Perks, and Benefits

At Amazon, we offer a competitive compensation package that includes:

• A base salary ranging from $137,000/year to $236,800/year, depending on location and experience
• Equity, sign-on payments, and other forms of compensation, depending on the position and location
• A full range of medical, financial, and other benefits, including 401(k) matching, health insurance, and paid time off
• Access to training and development programs, including mentorship and career growth opportunities

Conclusion

If you're a motivated and experienced product manager looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Senior Product Manager - Technical, you will have the chance to drive the growth and adoption of Amazon Connect Contact Lens, working with a talented team of engineers, product managers, and designers to develop innovative solutions that delight our customers. Don't miss out on this opportunity to join our team and contribute to the success of Amazon Connect.

Apply now to become a part of our dynamic team and help shape the future of cloud contact center solutions and conversational analytics.