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 roadm...