Principal Technical Program Manager - Amazon Connect, Amazon Connect Agent Experiences

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 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 their productivity and effectiveness by sharing your knowledge and experience.

In this role, you will be part of a startup like culture with the stability of an established industry leader. You will get support and resources from some of the smartest people in the industry to continue learning. You will build software that will materially improve people’s lives.


Key job responsibilities
Connect Customer Engagement Experiences is dedicated to ensuring that Amazon Connect Customer, the innovative cloud-based contact center used by millions of spport agents every day, is able to industry leading agentic applications and experiences that enable our customers to deeply engage their own customers at a scale and depth never before possible. As the Principal TPM for Amazon Customer Engagement Experiences, you'll help shape the technical, product, and execution vision for one of Amazon's fastest-growing businesses.

In this role you'll...
• Work across a diverse set of stakeholder organizations to prioritize and manage large development projects
• Partner with external companies to bring Connect Customer integrations onto their desktops
• Connect the dots across many sub-teams to ensure consistent execution
• Track and report data, and manage organizational mechanisms, to help stakeholders understand the business
• Report on team status across several executive communication channels


About the team
ABOUT AWS:
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.

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We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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Mentorship and Career Growth
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Basic Qualifications

- 7+ years of technical product or program management experience
- 10+ years of working directly with engineering teams experience
- 5+ years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

- 8+ years of hands-on work managing complex technology projects experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 177,000.00 - 239,400.00 USD annually