Product Technical Manager (PMT) – Amazon Connect

Location: Seattle, Washington, United States

Salary: $80–$82 per hour

Company

Provides information technology and workforce solutions through a large professional services organization operating across the United States and Canada.

What you will do

• Design, implement, and maintain Amazon Connect contact flows, routing profiles, queues, hours of operation, and quick connects.
• Manage agent profiles, security profiles, IAM policies, permissions, and access controls.
• Monitor system health, apply updates, troubleshoot platform issues, and maintain high availability.
• Configure reporting dashboards, contact trace records, and operational metrics.
• Provide architectural recommendations, identify automation and integration opportunities, and document operational best practices.
• Mentor team members and help maintain continuity of Amazon Connect operations.

Requirements

• 5+ years of hands-on experience administering production Amazon Connect instances.
• Strong knowledge of contact flows, routing profiles, queues, hours of operation, and quick connects.
• Experience managing users, security profiles, IAM policies, and access controls.
• Familiarity with AWS services integrated with Amazon Connect, including Lambda, S3, CloudWatch, and Kinesis.
• Strong troubleshooting and communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Ability to work in Seattle, Washington.

Nice to have

• Experience with Amazon Connect APIs, Streams API, and Contact Lens.
• Hands-on experience with Amazon Lex, Lambda functions, and DynamoDB integrations.
• Familiarity with workforce management tools, BPO or contact center service providers, and telephony concepts such as SIP, PSTN, and DID management.

Culture & Benefits

• Contract engagement with full-time consultants eligible for medical, dental, vision, and 401(k) benefits.
• Paid time off, sick leave, and other benefits required by applicable state or local regulations.
• AI tools may assist with application evaluation, while final employment decisions are made by qualified hiring personnel.