Role: Amazon Connect Techno Program manager
Location:New York, New Jersey,San Francisco Bay area,TX
LinkedIn - Minimum 500+ Connex
Visa validity - Minimum 10 months
Role Overview:
We are seeking a highly skilled Technical Program Manager to lead the design, deployment, and optimization of Amazon Connect across our enterprise. This role requires deep technical expertise, strong program management skills, and a passion for transforming customer experience through cloud-based contact center technologies.
Key Responsibilities:
Lead end-to-end delivery of Amazon Connect implementations, including contact flows, integrations, and reporting.
Collaborate with cross-functional teams (IT, Operations, Customer Service, Compliance) to define requirements and success metrics.
Manage project timelines, budgets, and resources across multiple workstreams.
Oversee integration with CRM platforms (e.g., Salesforce, ServiceNow), WFM tools, and analytics systems.
Drive adoption of AI/ML features such as Amazon Lex, Polly, and Contact Lens to enhance customer experience.
Ensure system scalability, security, and compliance with industry standards.
Provide technical leadership and guidance to internal teams and external partners.
Communicate program status, risks, and milestones to stakeholders and executive leadership.
? Required Skills & Qualifications:
Bachelor's degree in Computer Science, Engineering, or related field (Master's preferred).
10+ years of experience in technical program management, preferably in cloud contact center or enterprise SaaS.
Hands-on experience with Amazon Connect and AWS services (Lambda, S3, Kinesis, etc.).
Strong understanding of contact center operations, IVR design, and customer experience metrics.
Excellent communication, stakeholder management, and problem-solving skills.
Familiarity with Agile/Scrum methodologies and tools like Jira or Confluence.
AWS certifications (e.g., Solutions Architect, Cloud Practitioner) are a plus.
? Preferred Experience:
Experience deploying Amazon Connect in multi-region or enterprise environments.
Knowledge of voice architecture, SIP, and telephony integrations.
Exposure to sentiment analysis, real-time analytics, and automation in customer service.
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