Technical Program Manager, Amazon Connect

Description

As part of the AWS Applied AI Solutions organization, our vision is 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' success through delivery of intuitive and differentiated technology solutions which 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.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

We are seeking a Technical Program Manager to join Amazon Connect Telecom Engineering, where you will deliver telecommunications infrastructure that enables Amazon Connect's voice communications. You will support a global engineering team to define program strategy, delivery roadmaps, and well-architected approaches for telecommunications infrastructure. You will work independently in areas of high ambiguity where business and technical strategy are undefined, decomposing intrinsically hard problems into straightforward solutions. You will invent new approaches that reduce year-over-year repeated engineering effort and enable Amazon Connect to scale without proportional increases in operational overhead.



Key job responsibilities
- Own end-to-end delivery of telecommunications infrastructure programs, serving as single-threaded owner with accountability for program strategy, execution, and business outcomes
- Define delivery roadmaps and well-architected approaches for telecommunications infrastructure delivery
- Design and develop infrastructure workflows and automation tools leveraging AI capabilities to analyze operational data, automate routine infrastructure tasks, and reduce manual intervention across carrier management and capacity planning processes
- Write compelling 1-pagers and project reports for VP-level leadership that communicate program status, decisions, risks, and mitigation strategies while translating complex technical programs into clear business narratives
- Collaborate daily with Product Managers, Business Development Managers, external carrier technical teams and leadership, Engineering Managers, Software Development Managers, Operations Managers, Application Security teams, and AWS Support teams to align technical delivery with business objectives
- Create mechanisms and processes that increase team effectiveness, reduce repeated engineering effort, and enable scaling without proportional overhead increases
- Drive structured improvement programs that identify operational patterns and systemic inefficiencies, translating insights into automation and tooling initiatives

About the team
ABOUT AWS:

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Basic Qualifications

- 5 years of technical product or program management experience
- 7 years of working directly with engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

- Experience in project management disciplines including scope, schedule, budget, quality, along with risk and critical path management
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.