Principal Product Manager, Tech, Amazon Connect

Principal Product Manager, Tech – Amazon Connect

Amazon Connect is transforming how businesses deliver customer experiences through AI-native technology. We are seeking a Principal Product Manager, Tech to own critical capabilities that power intelligent, scalable, and self-improving customer interactions at massive scale.

In this high-impact role you will define the product vision and multi-year roadmap for core workflow and orchestration engines that enable both agentic AI experiences and reliable deterministic flows. These systems sit at the heart of Amazon Connect Customer, helping companies deliver natural, low-latency conversations across voice and digital channels while continuously improving through self-healing intelligence.

• Own the long-term product strategy for high-scale orchestration capabilities that process billions of interactions and tasks.
• Translate complex customer and business problems into clear product requirements, user stories, and technical specifications that engineering teams can execute against.
• Partner closely with principal engineers, applied scientists, design, and cross-functional stakeholders to make build-versus-leverage decisions and shape architecture that remains resilient as AI capabilities evolve.
• Drive prioritization and trade-offs across customer experience quality, system performance, scalability, operational load, and business outcomes.
• Create alignment at senior leadership levels through strategic narratives, investment proposals, PR/FAQs, and regular executive reviews.
• Define success metrics that clearly separate outputs, outcomes, and guardrails, then own the mechanisms that track progress and communicate variance.
• Engage early customers, gather feedback, and iterate the product vision while advocating for the needs of enterprises of all sizes.
• Collaborate with marketing, professional services, and go-to-market teams to ensure successful launches and sustained adoption.

This is a rare opportunity to shape the next generation of generative AI–infused agent, supervisor, and end-customer experiences. You will work on systems that combine large language models, speech technologies, and automated reasoning to deliver sub-second latency and human-like quality. The work is highly ambiguous in places, requiring you to bring clarity, frame the problem space, and build the organizational mechanisms that enable action.

Ideal candidates bring deep technical product management experience, comfort diving into architecture discussions, and a proven ability to ship large-scale SaaS or platform products from concept through go-to-market. You thrive in environments where customer obsession, data-driven decisions, and long-term thinking guide every choice. You can influence without authority, communicate complex trade-offs clearly, and raise the bar for everyone around you.

You will be part of a collaborative team that values mentorship, knowledge sharing, and work-life harmony. The charter is exciting, the technology is cutting-edge, and the impact reaches millions of end customers and the businesses that serve them.

If you are passionate about building trustworthy, intelligent systems that redefine customer experience at global scale, this role offers the ownership, visibility, and technical depth to make a lasting difference.