Principal Technical Program Manager, Customer Service
Core
Own the long-term strategy for how Amazon Connect is used across voice, chat, and messaging channels to serve Customer Service needs.
Role type
Principal Technical Program Manager
Builds
Amazon Connect capabilities and customer service network solutions
Domain
Telecommunications / Customer Experience / Cloud
Deliverable
product features
Required skills
Technical product management, software development, cross-functional program leadership, strategic roadmap alignment, complex technology initiative delivery, stakeholder management, technical strategy, adoption sequencing, dependency management
Preferred skills
Experience with voice/chat/messaging channels, experience with AI/Cloud technologies
Technologies
Flow, Support, Network, AI, Cloud
Responsibilities
Own the long-term strategy for Amazon Connect usage across channels; Act as the primary strategic bridge between Customer Service and Connect; Identify and prioritize Customer Service feature needs; Assess new and existing Connect capabilities for adoption or integration; Drive alignment across engineering, operations, and product teams; Lead complex technical programs across multiple teams; Prepare strategic narratives for senior leadership; Stay informed on Connect's roadmap to improve customer experience
