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Amazon Connect Product Jobs

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Today

Product Manager

Robotics Technologies Philadelphia, PA

Philadelphia, PA

Today

Full time Amazon Connect Aws Lex Cloud Platforms

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Job Description

Robotics Technologies is seeking a Senior Product Manager in Philadelphia to lead the modernization of legacy contact center platforms for a healthcare payer environment. This onsite role focuses on migrating existing telephony capabilities to Amazon Connect while building a scalable, cloud-native roadmap that supports compliance and stronger engagement for members and providers.

You will own end-to-end product strategy and execution for voice and digital contact center experiences, partnering across IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership. The work also emphasizes measurable performance outcomes through clear KPIs and AWS-powered capabilities for routing, automation, analytics, and optimization.

What you’ll do

Lead the full migration of legacy contact center systems (for example, Avaya and Cisco) to Amazon Connect, covering discovery, planning, execution, and rollout.
Define and deliver the product strategy and roadmap for contact center modernization in alignment with enterprise goals, user needs, and compliance requirements.
Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
Act as the primary voice of the customer (members, providers, and internal users) to shape contact center features, including IVR flows, routing logic, and integrations with downstream systems such as CRMs, case management tools, and claims systems.
Evaluate and improve customer journeys across voice and digital channels including chat, SMS, and email, aiming for seamless and empathetic experiences.
Use AWS ecosystem tools such as Lex, Lambda, Connect Flows, and Contact Lens to support smart routing, automation, sentiment analysis, and real-time analytics.
Develop and monitor key KPIs and performance metrics including average handle time, NPS, first call resolution, and abandonment rates.
Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
Champion agile delivery by driving backlog prioritization and sprint execution across cross-functional teams.
Drive change management, training, and adoption strategies so operational teams can successfully transition to the new platform.

What you bring

7+ years of product management experience, including at least 3 years leading contact center platform or voice automation initiatives in a healthcare payer setting.
Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
Proven experience delivering Amazon Connect migration projects, including AWS service integration, telephony architecture, and IVR design.
Knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
Experience with voice UX, IVR design, and contact center reporting and analytics.
Ability to translate complex requirements into clear user stories and product features with strong business and technical acumen.
Track record influencing cross-functional teams, executive stakeholders, and vendor partners.
Expertise in agile frameworks, especially SAFe or Scrum, and tools such as JIRA, Confluence, and Productboard.

Education

Bachelor’s degree in computer science, Information Systems, Healthcare Administration, or a related field required

Tools and technologies

Amazon Connect, AWS, Lex, Lambda, Connect Flows, Contact Lens
HIPAA
JIRA, Confluence, Productboard
SAFe, Scrum

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1mo ago

Sr. Product Manager Tech - ES, Amazon Connect

Amazon Development Center U.S., Inc. Seattle, WA

Seattle, WA

1mo ago Closed

$152k - $206k/yr Full time Manager Amazon Connect Cloud Platforms

This position is no longer accepting applications (closed Oct 22, 2026).

Job Description

Own communication channel product strategy in Amazon Connect and deliver RTC capabilities end to end.

Responsibilities

Lead the product roadmap and end-to-end delivery for assigned RTC features and capabilities, including turnkey RTC apps (voicemail, co-browse, screen recording) and agentic foundations (unified TTS, bidirectional streaming, multilingual analytics)
Set product strategy and pricing for your scope; produce clear BRDs/PRDs with customer use cases, acceptance criteria, and success metrics
Use customer signals to prioritize: review support tickets, escalations, usage data, and direct customer feedback to identify the highest-impact feature gaps
Partner closely with engineering to understand technical constraints, manage trade-offs across scope, quality, and speed, and support on-time delivery at scale
Drive launch execution from requirements through design, development, testing, and GA; write launch announcements and support GTM enablement
Coordinate cross-team dependencies within Amazon Connect, working with teams across Contact Management, Flows, Contact Lens, and Telecom
Engage enterprise customers to understand migration blockers, validate direction, and close feature gaps that enable adoption and revenue growth
Define and monitor success metrics; run post-launch analysis and iterate quickly to improve adoption and customer satisfaction
Contribute to team strategic planning processes (OP1/OP2) with data-driven proposals for investments and resourcing

Requirements

5+ years of technical product management with internet business experience
5+ years of experience working as a Technical Product Manager
3+ years of technical experience in software development, network development, IT, or related areas
7+ years of full product life cycle experience
5+ years of P&L management and pricing experience
5+ years of experience creating written documentation for development of new products
5+ years of enterprise security product experience
5+ years of product management experience in cloud computing technology space
Bachelor’s degree in computer science, engineering, math, finance, or economics
Experience taking a product from conception and definition through engineering design and into market
Experience delivering large-scale SaaS, PaaS, or LaaS products with full lifecycle ownership through GTM

Benefits

Sign-on payments and restricted stock units (RSUs)
Health insurance: medical, dental, vision, prescription
Basic Life & AD&D insurance and option for Supplemental life plans
EAP, Mental Health Support, Medical Advice Line
Flexible Spending Accounts
Adoption and Surrogacy Reimbursement coverage
401(k) matching
Paid time off
Parental leave

Preferred Qualifications

Knowledge of engineering practices and patterns across full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
Experience delivering software products and features using agile methodologies

Location: Seattle, WA (onsite)

Salary: USD 152,200 - 205,900 per year

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Product Manager

Sr. Product Manager Tech - ES, Amazon Connect

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