Product Manager (Amazon Connect) #10139

Job Description

• Industry/ Organization Type: Information Technology Consulting
• Position Title: Product Manager (Amazon Connect)
• Working Location: City Hall
• Working Hours: 5 days, Mon – Fri (8:30 AM – 6:00 PM, Fri 8:30 AM - 5:30 PM)
• Salary Package: Basic Salary + Completion Bonus
• Duration: 1 year contract + 1 year extension option

Key Responsibilities

• Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms, balancing business priorities, operational needs, and technical feasibility.
• Act as the internal Subject Matter Expert (SME) for Amazon Connect, providing product leadership, platform governance, and best practices across the organisation.
• Work with business stakeholders to understand customer and operational issues, and translate requirements into product features, user stories, and prioritised backlog items.
• Improve contact centre capabilities, including IVR, intelligent routing, omni-channel engagement, self-service, and AI-powered customer service experiences.
• Define solution approaches and work with vendors, architects, and development teams to deliver new capabilities, platform enhancements, and system integrations.
• Manage Amazon Connect administration and configuration, including contact flows, queues, routing profiles, users, reporting, and platform settings.
• Lead the full delivery of new features and enhancements, including planning, solution validation, SIT, UAT, production deployment, and post-implementation review.
• Monitor platform performance, customer experience, and operational metrics to identify issues, improve efficiency, and support continuous improvement.
• Work with cross-functional teams to integrate Amazon Connect with CRM, AI, analytics, and other enterprise platforms.
• Support the review and implementation of AI capabilities such as conversational AI, Agent Assist, and chatbots to improve customer and agent experience.
• Manage vendors and technology partners to ensure timely delivery, incident resolution, defect fixes, and continuous platform improvement.
• Maintain governance, documentation, and knowledge sharing to ensure the platform remains scalable, secure, and easy to support.
• Any ad hoc duties assigned.

APPLY NOW!!!

• Degree in Information Technology, Computer Science, Business, or related discipline,
• At least 3 years of relevant experience in business analysis, contact centre systems, customer experience platforms, or related technology roles.
• Hands-on experience in administering and supporting Amazon Connect is required, with familiarity in related AWS services such as Lambda, S3, IAM, and CloudWatch.
• Good understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles, and contact flows.
• Experience in requirements gathering, process analysis, stakeholder management, vendor coordination, and system testing, including SIT and UAT.
• Strong analytical and problem-solving skills, with the ability to balance customer needs, operational requirements, and technical limitations.
• Experience with Salesforce Service Cloud, Service Cloud Voice, CRM integration, omni-channel platforms, AI customer service tools, or Agile product delivery will be advantageous.
• Experience in public sector contact centre environments will be advantageous.

Kindly apply through ANY of the following methods:

• Submit your application by clicking the APPLY button;
• Email your resume to Job@anradus.com.sg. Please indicate #10139 on the email subject.

Anradus Application Policy: We value each application and ensure every resume is reviewed. Our process is efficient, typically concluding within 3 working days. If you do not receive communication from us within this timeframe, it's likely that your application has not been shortlisted by our client. In such cases, we recommend continuing your job search to maximize your opportunities.

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