Technical Product Manager

Job Description :

Day-to-Day Administration:

• Routing Configurations: Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution
• User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
• Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs
• Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
• Reporting and Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics

Strategic Guidance:

• Provide architectural recommendations to improve the Connect deployment and scale for future growth
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
• Document best practices, runbooks, and SOPs for ongoing Connect operations
• Mentor and upskill existing team members on Amazon Connect capabilities
• Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations

Required Qualifications:

• 5 plus years of hands-on experience administering Amazon Connect instances in a production environment
• Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
• Experience with user and security profile management, IAM policies, and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
• Strong troubleshooting skills for contact center platform issues
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders

Preferred Qualifications:

• Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics
• Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB
• Familiarity with workforce management (WFM) tools and their integration with Connect
• Prior experience working with or for Concentrix or similar BPO/contact center service providers
• Knowledge of telephony concepts: SIP, PSTN, DID management.