Product Manager, Enterprise Communication Platforms
On-sitePlano, Texas, United States
Job Summary
Define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs for enterprise contact center platforms. Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes. Translate customer problems into prioritized backlog items, establish success metrics including adoption and service levels, and lead discovery efforts through user research and trend monitoring. Drive cross-functional delivery alignment across engineering, operations, risk, and business partners to ensure reliable, secure, and high-quality experiences at enterprise scale. Oversee product readiness, go-to-market planning, and enablement for internal customers while fostering an environment of responsible experimentation and continuous improvement.
Required Qualifications
- Formal training or certification on product engineering concepts
- 5+ years applied experience
- Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership
- Demonstrated ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes
- Experience delivering contact center and telephony solutions, including workflow design and integration with business applications
- Strong understanding of modern software delivery practices, including Agile methodologies and product lifecycle management
- Ability to define, track, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability
- Strong written and verbal communication skills, with the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs
- Demonstrated strength in stakeholder management, building trust-based partnerships, and driving alignment across diverse partner groups
- Experience writing clear user stories and acceptance criteria using industry-standard notation
Desired Qualifications
- Working knowledge of Amazon Connect
- Experience building or integrating enterprise contact center platforms with case management, customer relationship management, or workflow orchestration tools
- Familiarity with service management concepts, including service level objectives/service level agreements, incident/problem management, and operational readiness
- Experience applying data and analytics to product decisions, including experimentation, A/B testing, or funnel analysis
- Exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence
- Relevant product management or cloud certifications (for example, product management credentials or cloud platform certifications)
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