Principal, PMT - ES, Amazon Connect

Job :  | Amazon Development Center U.S., Inc.

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 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 an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

We have a rapidly growing customer base and an exciting charter in front of us 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 - Technical, External Services to join us to lead the strategy and roadmap for communication channels in Amazon Connect.

The position is a rare opportunity to join a fast-growing business and help shape the technology and product as we grow. You will play a crucial role in developing the next generation of AWS application services and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. This team is a great fit for you if:

1. 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 towards a common goal.

2. 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 to their functions and interactions.

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

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

5. You want to have fun, surround yourself with a highly talented team that likes to solve complex problems, but also enjoys work-life balance.

• Define and own the multi-year product vision and strategy for one or more RTC product areas (e.g., agentic voice foundations, multimodal communications, turnkey RTC apps, or AI-powered voice/video agents), influencing the direction of a large business
• Set the long-term technical and product direction by authoring PRFAQs, strategy documents, and 3-year vision narratives that align engineering, design, and senior leadership around a shared north star
• Identify and drive new-to-world opportunities that expand Amazon Connect's addressable market beyond the traditional contact center (e.g., IT service management, healthcare, recruiting)
• Make high-judgment trade-off decisions across competing priorities, customer commitments, and technical investments — operating as the named product decision-maker for your domain
• Drive cross-organizational alignment across multiple Amazon Connect product teams, ensuring RTC primitives are composable and reusable across the Connect portfolio
• Represent the product externally with strategic enterprise customers, translating customer needs into product strategy and unblocking multi-million dollar migrations
• Establish mechanisms and frameworks (e.g., quarterly business reviews, OKRs, product tenets) that raise the bar for how the team plans, prioritizes, and measures success
• Mentor…