Technical Program Manager, Connect; AWS

Technical Program Manager, Amazon Connect

Job  | Amazon Web Services, Inc.

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. It enables users to create a cloud-based contact center and take 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 a part of a fast‑growing business soon after launch, and help shape the technology and product as we grow.

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

We are looking for a highly effective Technical Program Manager that can lead a team to quickly design and deliver systems while maintaining a constant customer focus.

The Technical Program Manager for this team needs a sound understanding of the fundamentals of communications and practical experience building large‑scale distributed systems. If you become the Technical Program Manager, you 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.

You will be a key leader responsible for delivering the distributed systems and analytics that will enable AWS to continue changing the software industry by delivering more capabilities to more customers.

Responsibilities and Expectations

• Lead a cross‑functional team to design, build, and launch high‑performance, scalable, and resilient distributed contact center solutions.
• Collaborate with engineers, product managers, and business stakeholders to define product road‑maps, success metrics, and technical strategy.
• Drive project planning, scope, schedule, budget, risk, and critical‑path management, ensuring timely delivery of key milestones.
• Track progress, report results, and adjust plans to respond to emerging customer needs and market dynamics.
• Maintain a relentless focus on customer experience and scale preferences while delivering solutions that meet security, reliability, and compliance…