Principal Product Manager, Technical, 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 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 innovative cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect, customers can create their own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration-free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses. We have a rapidly growing customer base and an exciting charter that includes solving highly complex engineering and algorithmic problems while designing beautiful, simple user experiences.

We are looking for a passionate, talented, and experienced Principal Product Manager to join Amazon Connect's Workforce Acceleration team, responsible for the workload forecasting, capacity planning, and agent scheduling product portfolio. Amazon Connect forecasting and agent scheduling handles all aspects of customer service agent schedule management in the contact center center forecasting how many agents are required, creating schedules that align to the forecast, while giving agents visibility and control over their schedules (e.g., time-off requests), with automation to minimize management overhead. You will play a crucial role in developing the next generation of generative AI-infused forecasting and agent scheduling capabilities, and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. As Principal Product Manager, you will drive the vision and strategy for Amazon Connect's forecasting and agent scheduling portfolio, leading initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven, customer-obsessed decisions and work with leadership across AWS to prioritize your programs.

This team is a great fit for you if :

You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people working together towards a common goal.

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 meaningful impact on their functions and interactions.

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

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

You want to have fun while surrounding yourself with a highly talented pool of engineers who like to solve complex problems and enjoy work-life balance.

Learn more about Amazon Connect :

Key job responsibilities

• Define creative, high quality, and clear product roadmaps based on customer and stakeholder needs, team strategy, and vision
• Develop detailed, crisp business requirements, and user stories that can be used to create product specifications and architecture for the capabilities offered
• Define target customer segment, engage, and onboard initial customers, and advocate on their behalf to define product vision iteratively
• Partner with Marketing and other AWS professional services teams to craft a go-to-market strategy to fuel the growth of customer base as well as product feature set
• Manage prioritization and trade-offs among needs of various customer and stakeholder groups, as well as, system performance and scalability.
• Create buy-in for product vision and roadmap both internally and across key partners
• Proactively identify and resolve issues that may impair the team's ability to meet strategic or technical goal.
• Drive executive communications and alignment on strategy and vision

A day in the life

Our team puts a high value on work-life harmony. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren't focused on how many hours you spend at work or online. Instead, we're happy to offer a flexible schedule so you can have a more productive and well-balanced life-both in and outside of work.

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.

About the team

ABOUT AWS : 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

PREFERRED QUALIFICATIONS

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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country / region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $163,000 / year in our lowest geographic market up to $281,800 / 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.