[Remote] Product Manager / Consultant (Technical) – Amazon Connect Platform

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. Allstate is a leading insurance company that has been innovating for over 90 years to meet customer needs. They are seeking a Product Manager / Consultant (Technical) to enhance the Amazon Connect platform by driving its strategy, operational alignment, and customer experience optimization. The role involves collaborating with cross-functional teams to manage the platform's lifecycle and ensure effective delivery of enhancements.


Responsibilities

  • Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives
  • Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization
  • Provide recommendations to leadership to guide platform investment and prioritization decisions based on customer impact and operational value
  • Act as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standards
  • Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria
  • Partner with Agile/Scrum teams, IT, and vendor partners to deliver high-quality platform enhancements
  • Review delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectives
  • Serve as a knowledgeable point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self-service experiences
  • Provide functional guidance on platform administration, configuration, and environment management
  • Partner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals
  • Participate in discovery and pilot initiatives to validate new Amazon Connect features and enhancements
  • Stay informed on Amazon Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistance
  • Recommend adoption of emerging platform and AI capabilities based on business value and readiness
  • Help define and track key performance indicators across the Amazon Connect platform
  • Collaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality results
  • Support pilots and A/B testing to measure the impact of platform changes prior to enterprise rollout
  • Partner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements
  • Align platform capabilities with Workforce Management, Quality Management, and Analytics teams
  • Contribute to training, documentation, and change management efforts supporting platform enhancements

Skills

  • 3–5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies
  • Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions
  • Experience working with contact center operations, IT, analytics, Workforce Management, and Quality teams
  • Strong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reporting
  • Familiarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialing
  • Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and real-time agent support
  • Ability to interpret dashboards and performance data and translate insights into platform recommendations
  • Strong analytical and problem-solving skills with the ability to define, track, and optimize KPIs
  • Excellent communication and collaboration skills across technical and non-technical audiences
  • Experience working in Agile/Scrum environments; familiarity with SAFe or other scaled agile frameworks
  • Strong business acumen with the ability to balance customer experience, operational efficiency, and compliance
  • Experience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or Avaya
  • Insurance industry experience
  • Experience with ad-hoc reporting or data analysis tools such as SQL

Benefits

  • Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
  • Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

Company Overview

  • Allstate is an insurance company that offers car, home, and life insurance services. It is a sub-organization of Allstate. It was founded in 1931, and is headquartered in Northbrook, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.allstate.com.

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