Position: Program Manager with AWS Connect
Location: Remote
We are seeking a highly skilled Technical Program Manager to lead the design, deployment, and optimization of Amazon Connect across our enterprise. This role requires deep technical expertise, strong program management skills, and a passion for transforming customer experience through cloud‑based contact center technologies.
Responsibilities
- Lead end‑to‑end delivery of Amazon Connect implementations, including contact flows, integrations, and reporting.
- Collaborate with cross‑functional teams (IT, Operations, Customer Service, Compliance) to define requirements and success metrics.
- Manage project timelines, budgets, and resources across multiple workstreams.
- Oversee integration with CRM platforms (e.g., Salesforce, ServiceNow), WFM tools, and analytics systems.
- Drive adoption of AI/ML features such as Amazon Lex, Polly, and Contact Lens to enhance customer experience.
- Ensure system scalability, security, and compliance with industry standards.
- Provide technical leadership and guidance to internal teams and external partners.
- Communicate program status, risks, and milestones to stakeholders and executive leadership.
Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related field (Master’s preferred).
- 10+ years of experience in technical program management, preferably in cloud contact center or enterprise SaaS.
- Hands‑on experience with Amazon Connect and AWS services (Lambda, S3, Kinesis, etc.).
- Strong understanding of contact center operations, IVR design, and customer experience metrics.
- Excellent communication, stakeholder management, and problem‑solving skills.
- Familiarity with Agile/Scrum methodologies and tools like Jira or Confluence.
- AWS certifications (e.g., Solutions Architect, Cloud Practitioner) are a plus.
- Experience deploying Amazon Connect in multi‑region or enterprise environments.
- Knowledge of voice architecture, SIP, and telephony integrations.
- Exposure to sentiment analysis, real‑time analytics, and automation in customer service.
Seniority Level
Mid‑Senior level
Employment Type
Contract
Job Function
Information Technology
Industries
IT Services and IT Consulting
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