Job Description

Director, Product Management - Apps Incubation, Amazon Connect

Job ID: 2976607 | Amazon Development Center U.S., Inc.

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Our long-term vision is for companies to use Amazon Connect to unleash the full potential of their AI and human workforces to achieve exceptional customer and business outcomes. Are you passionate about revolutionizing how organizations engage with their customers and workforce through innovative AI ? Join Amazon Connect at an inflection point as we expand beyond traditional contact center capabilities to transform customer and worker experience across industries. This role presents an opportunity to shape the future of customer engagement and accelerate workforces by incubating and launching new services and applications built on Amazon Connect's solid foundation.

Amazon Connect is currently AWS's cloud contact center service that helps companies provide superior customer service at a lower cost. As we expand our vision beyond traditional contact center use cases, we're seeking a strategic leader to drive our next wave of innovation through new services and applications development. This role will be instrumental in identifying and developing new market opportunities, incubating breakthrough solutions, and scaling successful innovations to production with real world usage by AWS customers.

Job Summary: The Amazon Connect team is seeking a Director of Product Management - Tech for New Services/Apps Incubation, a highly visible leadership role focused on expanding Connect's portfolio through innovation and new product development. This senior leader will drive the identification, incubation, and launch of new services that transform how organizations leverage Connect's capabilities across diverse use cases and industries. The ideal candidate should have experience in AI/ML applications, business process, enterprise software, customer engagement, and strength in cloud architecture concepts. The ideal candidate will push well beyond the boundaries of how we think of customer and worker experience within Connect today.

Key job responsibilities
• Create and execute strategy for developing, evaluating, and prioritizing new think big areas of opportunities
• Lead the identification and incubation of new services and applications built on Connect, expanding beyond traditional contact center use cases (from PRFAQ to incubation)
• Drive development of innovative proof of concepts that deliver on the extensibility of Connect capabilities across agentic use cases (in customer experience and beyond), that can quickly move to production at scale

• Own the evolution of Connect's platform capabilities to support new use cases and verticals
• Lead cross-functional teams through the full product lifecycle from concept to launch
• Develop business cases and ROI frameworks for new initiatives
• Build and manage strategic partnerships to accelerate innovation and market adoption
• Provide technical and strategic guidance to product teams on innovation opportunities
• Drive M&A evaluation and integration for technologies that accelerate our innovation roadmap
• Lead customer advisory boards to gather insights and validate new opportunities

BASIC QUALIFICATIONS

• Bachelor's degree in Computer Science, Engineering, or related field
• 12+ years of product management experience with enterprise software/platforms
• Strong technical background with understanding of cloud architecture and distributed systems
• Track record of successfully launching innovative products and services
• Experience leading cross-functional teams and influencing without direct authority
• Excellence in strategic thinking, business analysis, and problem-solving
• Strong communication skills and ability to articulate complex technical concepts
• Demonstrated ability to lead multidisciplinary teams
• Startup mindset

PREFERRED QUALIFICATIONS

Preferred Qualifications:
• Experience with contact center technology, CX platforms, or enterprise communication solutions
• Track record of incubating and scaling new products/services
• Experience with AI/ML applications in enterprise contexts
• Experience with and knowledge of AWS services and cloud architecture
• MBA or advanced technical degree

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $239,000/year in our lowest geographic market up to $350,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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