Principal Product Manager Technical, External Services, Amazon Connect

AI in this role

Lead the strategy and roadmap for communication channels in the AI-powered Amazon Connect customer experience solution.

product-managementexternal-servicescustomer-experience

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.

Our team is focused on building and scaling externally facing services that help businesses of all sizes succeed. We operate with a strong sense of ownership and a commitment to delivering products that customers trust and rely on. We value collaboration, creative problem-solving, and a willingness to tackle hard questions. As we continue to grow, you will play a central role in shaping our product strategy and raising the bar for the services we deliver. If you are excited about working at the intersection of technology, business strategy, and customer impact, we would love to hear from you.

Key job responsibilities
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 business with $700M+ in annual revenue
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 (L8+/VP) 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 (e.g., JPMC, Intuit, Telstra, CalSAWS), 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 and develop Senior PMTs on the team, raising the product management bar across the organization
Influence without authority across engineering, science, design, GTM, and finance teams to drive alignment on complex, ambiguous, multi-team initiatives

A day in the life
You might start your morning reviewing customer adoption metrics and preparing a decision narrative for leadership on a proposed service expansion. By midday, you are in a design review with engineering, working through trade-offs on a new feature that addresses a recurring pain point across enterprise customers. In the afternoon, you connect with partner teams to align roadmap priorities, then close out by refining a pricing model or drafting a technical white paper that will guide customer-facing conversations.

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.

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 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.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

- 7+ years of working as a Technical Product Manager experience
- 5+ years of technical (software development, network development, IT, other related) experience
- Experience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market)

Preferred qualifications

- Experience communicating and delivering presentations to customers, stakeholders, and/or teammates

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 - 181,100.00 - 245,000.00 USD annually

How we rate this

Principal Product Manager Technical, External Services, Amazon Connect at Amazon rates 70 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Product ManagementExternal ServicesCustomer Experience

Questions you could be asked

Tell me about a project where product management was part of your work. What did you do?
Tell me about a project where external services was part of your work. What did you do?
Tell me about a project where customer experience was part of your work. What did you do?
Describe a typical day in a role like this one: which parts run through AI directly?
If you removed AI from this role, what would be left, and how do you decide what still needs a human?

Adapt your resume

List these exact terms on your resume: Product Management, External Services, and Customer Experience. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project — this role expects it to be a running habit.

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