Job Description & Details
This is a heavy-duty Product Manager role focused squarely on building and scaling integrated customer experiences using Amazon Connect. If you enjoy untangling complex contact center workflows and wrangling cross-functional stakeholders across IT, Engineering, and Business operations, this contract gives you a clear platform to drive enterprise-scale impact.
What You'll Actually Be Doing
You'll be knee-deep in CCaaS transformations, acting as the bridge between raw business demands and technical delivery. Your days will involve writing tight user stories, ruthlessly grooming and prioritizing the product backlog, and driving sprint planning sessions. Expect to spend significant time collaborating with engineering and QA teams to push through UAT, triage tricky production incidents, and roll out continuous feature enhancements for phone, chat, and contact center platforms.
The Core Tech Stack
Your bread and butter here is Amazon Connect and CCaaS architectures. The team expects you to already know your way around contact center technologies—whether that's routing logic, chat APIs, or AI integrations. Familiarity with alternative platforms like Genesys, RingCentral, or LivePerson is a nice bonus, but deep expertise in Amazon Connect ecosystem components and Agile/Scrum delivery tools like Jira and Confluence are absolute non-negotiables to keep this enterprise machine moving.
Interview Expectations
Expect the interview panel to throw a complex incident management scenario at you, asking how you would handle a sudden outage in the phone channel while conflicting business stakeholders demand conflicting priority fixes. They are secretly testing your grace under pressure and your ability to use structured, data-driven reasoning to push back. You'll also likely be grilled on how you write acceptance criteria for edge cases in voice and chat routing, so be ready to walk them through a specific example from your past projects where your requirements saved a release.
Application Advice
To get past the ATS for this gig, ensure your resume shouts 'Amazon Connect' and 'CCaaS' right at the top, rather than burying it under generic product management buzzwords. Explicitly highlight your experience with backlog grooming, writing precise functional requirements, and managing cross-functional stakeholder negotiations. Frame your past contract work around measurable operational improvements and incident triage metrics to show you can hit the ground running on day one.