Product Manager Contact Center Customer Experience (Amazon Connect)

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Product Manager
Contact Center
AWS Connect

Job Details

Role: Product Manager Contact Center Customer Experience (Amazon Connect)

Location: Parsippany, NJ (Hybrid 3 days onsite/week)
Long term

Job Overview:

We are seeking a results-driven and customer-focused Product Manager to lead initiatives that enhance the Contact Center Customer Experience, with a strong emphasis on Amazon Connect. This role requires close collaboration with stakeholders across operations, technology, customer service, and UX teams to design and deliver seamless, scalable, and intelligent contact center solutions.

Key Responsibilities:

  • Own and manage the product roadmap for the Contact Center CX platform, primarily leveraging Amazon Connect.
  • Work closely with cross-functional teams (engineering, operations, UX, QA, and business units) to define product requirements and user stories.
  • Translate customer service needs and business goals into scalable, cloud-based contact center features and enhancements.
  • Lead backlog grooming, sprint planning, and execution to ensure timely delivery of high-impact features.
  • Monitor product performance, customer feedback, and usage analytics to inform continuous improvement.
  • Partner with vendor teams and internal IT to oversee Amazon Connect configuration, integration, and optimization.
  • Ensure compliance with data privacy and regulatory standards (e.g., PCI, HIPAA, etc.) as it relates to customer interaction channels.
  • Evangelize best-in-class customer experiences across all digital and voice support channels.

Qualifications:

  • 5+ years of experience in Product Management, preferably in contact center, CX, or enterprise communication systems.
  • Hands-on experience with Amazon Connect or other CCaaS platforms (e.g., Genesys, Five9, NICE CXone, Twilio Flex).
  • Proven track record of delivering customer-facing solutions in agile environments.
  • Strong understanding of IVR flows, omnichannel customer journeys, self-service automation, and AI-powered contact center features.
  • Excellent communication, presentation, and stakeholder management skills.
  • Familiarity with Jira, Confluence, Figma, or similar tools is a plus.
  • Bachelor s degree in Business, Computer Science, or a related field; MBA is a plus.

Regards,

Nick Arthur (Nizam)

Associate Director, Recruitment

Pull Skill Technologies Inc.

Direct: +1 551-272-o197

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