The Giant Bullseye
Senior Product Manager Contact Center
The Giant Bullseye, Saint Louis, Missouri, United States
Job Description
Job Description
Job Summary
Seeking an experienced IT Product Manager to lead the strategy and execution of contact center solutions using
Amazon Connect . You'll drive the development of scalable, omnichannel experiences that enhance customer support, leveraging AWS technologies and integrations with internal systems. Key Responsibilities
Lead the full product lifecycle for Amazon Connect solutions, including roadmap, requirements, and delivery
Define and prioritize features such as call routing, IVR, reporting, and CRM integrations
Collaborate with cross-functional teams across engineering, operations, and support
Leverage AWS tools (Lex, Lambda, Kinesis, Contact Lens) to build intelligent experiences
Ensure reliability, performance, and compliance of all contact center solutions
Stay updated on contact center trends and emerging technologies
Required Skills & Qualifications
8+ years in product management with IT or enterprise systems
4+ years of hands-on experience with Amazon Connect or similar platforms
Strong understanding of contact center operations, telephony, and IVR
Familiarity with AWS services (Lambda, S3, CloudWatch, etc.)
Skilled in agile practices, writing user stories, and stakeholder collaboration
Excellent communication and leadership skills
Preferred Qualifications
Healthcare industry experience strongly preferred , with knowledge of compliance (e.g., HIPAA)
CRM integration experience (e.g., Salesforce, Zendesk)
Familiarity with AI/ML-driven tools like chatbots and sentiment analysis
AWS certifications (e.g., Cloud Practitioner, Solutions Architect Associate)
Job Description
Job Summary
Seeking an experienced IT Product Manager to lead the strategy and execution of contact center solutions using
Amazon Connect . You'll drive the development of scalable, omnichannel experiences that enhance customer support, leveraging AWS technologies and integrations with internal systems. Key Responsibilities
Lead the full product lifecycle for Amazon Connect solutions, including roadmap, requirements, and delivery
Define and prioritize features such as call routing, IVR, reporting, and CRM integrations
Collaborate with cross-functional teams across engineering, operations, and support
Leverage AWS tools (Lex, Lambda, Kinesis, Contact Lens) to build intelligent experiences
Ensure reliability, performance, and compliance of all contact center solutions
Stay updated on contact center trends and emerging technologies
Required Skills & Qualifications
8+ years in product management with IT or enterprise systems
4+ years of hands-on experience with Amazon Connect or similar platforms
Strong understanding of contact center operations, telephony, and IVR
Familiarity with AWS services (Lambda, S3, CloudWatch, etc.)
Skilled in agile practices, writing user stories, and stakeholder collaboration
Excellent communication and leadership skills
Preferred Qualifications
Healthcare industry experience strongly preferred , with knowledge of compliance (e.g., HIPAA)
CRM integration experience (e.g., Salesforce, Zendesk)
Familiarity with AI/ML-driven tools like chatbots and sentiment analysis
AWS certifications (e.g., Cloud Practitioner, Solutions Architect Associate)