Product Manager

Job Description – Product Manager (Amazon Connect & Customer Experience Platforms)

Role Summary

We are seeking an experienced Product Manager with expertise in contact centre technologies, telephony systems and AI-enabled customer service solutions to drive customer experience platforms.

The successful candidate will act as the in-house Subject Matter Expert (SME) for customer engagement platforms, including Amazon Connect, Salesforce Service Cloud and AI capabilities. This role will work closely with business stakeholders, operations teams and vendors to ensure platform stability, drive continuous improvements and support the implementation of new digital and AI-driven capabilities.

The ideal candidate should possess a strong combination of product management, business analysis, platform administration, vendor management and customer experience transformation expertise.

Key Responsibilities

• Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms, balancing business priorities, operational needs and technical feasibility.
• Serve as the Subject Matter Expert (SME) for Amazon Connect, providing product leadership, platform governance and best practices.
• Engage business stakeholders to understand customer and operational pain points, translating business requirements into product features, user stories and prioritised backlog items.
• Drive continuous enhancement of contact centre capabilities, including IVR, intelligent routing, omni-channel engagement, self-service and AI-powered customer service experiences.
• Define solution approaches and collaborate with vendors, architects and development teams to deliver platform enhancements and new capabilities.
• Administer and configure Amazon Connect, including contact flows, queues, routing profiles, users, reporting and overall platform configuration.
• Lead end-to-end delivery of product enhancements, including planning, solution validation, System Integration Testing (SIT), User Acceptance Testing (UAT), production deployment and post-implementation review.
• Monitor platform performance, customer experience and operational metrics, identifying opportunities for optimisation and continuous improvement.
• Collaborate with cross-functional teams to integrate Amazon Connect with CRM, AI, analytics and enterprise platforms.
• Evaluate, adopt and implement AI-enabled capabilities to improve customer and agent experiences.
• Manage vendors and technology partners to ensure timely delivery, incident resolution and continuous platform improvements.
• Maintain governance, documentation and knowledge sharing to ensure the platform remains scalable, secure and maintainable.

Requirements

• Degree in Information Technology, Computer Science, Business or a related discipline.
• Minimum 3 years of relevant experience in business analysis, contact centre systems or customer experience platforms.
• Hands-on experience administering and supporting Amazon Connect is mandatory.
• Good knowledge of AWS services supporting Amazon Connect, including Lambda, S3, IAM and CloudWatch.
• Strong understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles and contact flows.
• Experience in requirements gathering, business process analysis and stakeholder management.
• Experience working with vendors to support platform operations, incidents, defect resolution and enhancements.
• Experience in System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Strong analytical and problem-solving skills with the ability to balance customer needs, operational requirements and technical constraints.

Preferred Qualifications

• Experience with Salesforce Service Cloud and/or Service Cloud Voice.
• Experience with AI-enabled customer service solutions such as conversational AI, Agent Assist or chatbots.
• Experience integrating CRM systems and omni-channel customer service platforms.
• Experience working in Agile product delivery environments, including backlog management and sprint planning.
• Experience in contact centre environments will be an added advantage.

Key Competencies

• Strong product mindset with a focus on customer and business outcomes.
• Excellent stakeholder management and influencing skills.
• Strong analytical, problem-solving and decision-making abilities.
• Ability to translate business strategies into product roadmaps and actionable delivery plans.
• Excellent communication and facilitation skills with both business and technical stakeholders.
• Ability to manage multiple initiatives in fast-paced, cross-functional environments.
• Passion for digital transformation, customer experience innovation and AI-enabled products.

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