Technical Product Manager

Job Title: Technical Product Manager

Location: Seattle, WA

Duration: 6 Months

Key Responsibilities:

• Administer and optimize Amazon Connect contact flows, routing profiles, queues, hours of operation, and quick connects.
• Manage users, security profiles, IAM policies, permissions, and access controls.
• Monitor platform health, troubleshoot issues, and maintain high availability.
• Configure reporting dashboards, CTRs, and operational metrics.
• Provide architectural recommendations and identify automation/integration opportunities.
• Work with AWS Lambda, Lex, S3, CloudWatch, Kinesis, and DynamoDB integrations.
• Create SOPs, runbooks, and best practices; mentor team members.
• Collaborate with technical and business stakeholders to support Connect operations.

Required Skills:

• 5+ years hands-on Amazon Connect production administration
• Strong experience with Contact Flows, Routing Profiles, Queues, Hours of Operation, Quick Connects
• IAM, security profiles, permissions, and access controls
• AWS services: Lambda, S3, CloudWatch, Kinesis
• Strong troubleshooting and communication skills

Preferred:

• Amazon Connect APIs, Streams API, Contact Lens
• Amazon Lex, Lambda, DynamoDB integrations
• WFM integrations
• BPO/contact center experience
• Telephony concepts: SIP, PSTN, DID

Key Skills: Product Manager, Amazon Connect, API