Technical Program Manager, Amazon Connect

Technical Program Manager, Amazon Connect

Amazon Web Services (AWS)

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Full-time

Austin

Advanced (5-10 yrs)

Description:

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

As part of the AWS 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 intuitive and 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 a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of ten years of development that went into building the tools Amazon uses to provide its award‑winning customer service at massive scale and launching it as a publicly available AWS service.

With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of 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 and how agents service them.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for a passionate and talented Technical Program Manager to join us to innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be part of a fast‑growing business soon after launch, and help shape the technology and product as we grow.

You will play a crucial role in developing the next generation contact center, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

The Technical Program Manager will work with design, technical, and business leaders to set strategy and define the product. You will drive, track, and report the development effort to leadership and partners. You will define the engagement model and manage internal/external dependencies and relationships. As a key leader, you will be responsible for delivering the distributed systems and analytics that enable AWS to continue changing the software industry by delivering more capabilities to more customers.

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 that are working together toward 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 a meaningful impact on their functions and interactions.
• You would 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; surround yourself with a highly talented pool of engineers that enjoy solving complex problems, but also enjoy work‑life balance.

About The Team:
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