Principal Product Manager, Technical, Connect

Position: Principal Product Manager, Technical, Amazon Connect
Description

As part of the AWS Applied AI Solutions organization, our vision is 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' success through delivery of intuitive and differentiated technology solutions which 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 easy-to-use cloud customer experience solution that helps companies of any size deliver exceptional customer outcomes at lower cost. Connect has evolved into a unified customer engagement application that seamlessly blends human expertise with AI-driven interactions, supporting billions of customer engagements globally.

We are seeking a Principal Product Manager, Technical to drive the strategic vision and execution for Amazon Connect's proactive engagement solutions. In this role, you will own the product strategy for Outbound Campaigns and define the 3-5 year vision for how organizations proactively engage customers across channels. You will shape the future of customer engagement by creating seamless journeys that integrate proactive outreach with inbound service, leveraging AI agents and human interactions across voice, SMS, email, Whats App, web, and mobile channels.

This role requires deep expertise in contact center technologies, customer engagement strategies, and regulatory compliance across global regions.

Key job responsibilities

- Own the product strategy and roadmap for Amazon Connect's Outbound Campaigns, including Voice Service and Campaigns Processing, driving revenue growth and platform adoption across target industries

- Define the 3-5 year vision for Connect's proactive engagement capabilities spanning customer segmentation, campaign management, channel orchestration, and content management

- Develop the AI strategy for outbound engagement, defining how AI agents integrate with customer workflows and aligning with Connect's broader AI vision while advocating for outbound-specific use cases

- Identify and drive strategic opportunities to expand Connect's Outbound Campaigns beyond traditional service use cases, exploring new verticals, workflows, and integration possibilities

- Develop go-to-market strategies and positioning that accelerate adoption, build and nurture the sales pipeline, and drive feature adoption across customer organizations

- Understand regulatory requirements (TCPA, OFCOM, HIPAA) across global regions while enabling customers to execute effective campaigns

A day in the life

- You like working directly with all levels and types of customers, from CxO to individual contributors and engineers to business people, to solve their most complicated problems through software.

- You enjoy being on a team that fosters a collaborative environment as we work towards common goals.

- You are a passionate learner and are motivated to take on new and, oftentimes, ambiguous challenges.

- You are able to lead and partner with a variety of stakeholders to identify and prioritize the right problems to solve and solutions to develop.

- You are comfortable and thrive in a fast-paced environment.

About the team

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…