Principal Technical Program Manager - Connect, Connect Agent

Position: Principal Technical Program Manager - Amazon Connect, Amazon Connect Agent Experiences
AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are.

We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.
Amazon Connect Customer is an innovative cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and 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. Amazon Connect Customer is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch Amazon Connect Customer has become an AI leader transforming how organizations of all types interact with their customers.

Customer Engagement Experiences is a part of the Amazon Connect Customer Agentic Customer Experiences organization building industry leading agentic applications and experiences that enable our customers to deeply engage their own customers at a scale and depth never before possible. 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 Technical Program Manager to join Amazon Connect's Customer Engagement Experiences team responsible for the capabilities that help companies deliver agentic experiences at scale across all personas. You will play a crucial role in developing the next generation of generative AI infused agent manager and end-customer experience capabilities and have the opportunity to design and deliver high-scale resilient systems while maintaining a constant customer focus.

As a Technical Program Manager on our team you will drive strategic initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven customer-obsessed decisions and work with leadership across AWS to prioritize your programs.
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.
You will be a technical lead on our cross-functional projects. You will ensure quality of architecture and design of systems. Functionally decompose complex problems into simple straight-forward solutions. Align project deliverables with target Quality and functionality and on time release. You are a person that has thrived and succeeded in delivering high quality technology products/services in a hyper-growth environment where priorities shift fast.

You exert technical influence on the core platform teams external dev teams and partners increasing…