Job Details

Amazon Connect Techno Program Manager

Location: Remote for non-local, and people based out of all these locations need to go to office: Saint Louis, Missouri, Dallas, Texas, Tri State region (New York, New Jersey, Connecticut) and San Francisco Bay area, California (San Ramon, San Jose, Santa Clara, Fremont, etc.

Client: Brillio

Visa: H1-B, USC, GC,

Role Overview: We are seeking a highly skilled Technical Program Manager to lead the design, deployment, and optimization of Amazon Connect across our enterprise. This role requires deep technical expertise, strong program management skills, and a passion for transforming customer experience through cloud-based contact center technologies. Key Responsibilities:

• Lead end-to-end delivery of Amazon Connect implementations, including contact flows, integrations, and reporting.
• Collaborate with cross-functional teams (IT, Operations, Customer Service, Compliance) to define requirements and success metrics.
• Manage project timelines, budgets, and resources across multiple workstreams.
• Oversee integration with CRM platforms (e.g., Salesforce, ServiceNow), WFM tools, and analytics systems.
• Drive adoption of AI/ML features such as Amazon Lex, Polly, and Contact Lens to enhance customer experience.
• Ensure system scalability, security, and compliance with industry standards.
• Provide technical leadership and guidance to internal teams and external partners.
• Communicate program status, risks, and milestones to stakeholders and executive leadership.

Required Skills & Qualifications Bachelors degree in Computer Science, Engineering, or related field (Masters preferred). 10+ years of experience in technical program management, preferably in cloud contact center or enterprise SaaS. Hands-on experience with Amazon Connect and AWS services (Lambda, S3, Kinesis, etc.). Strong understanding of contact center operations, IVR design, and customer experience metrics. Excellent communication, stakeholder management, and problem-solving skills. Familiarity with Agile/Scrum methodologies and tools like Jira or Confluence. AWS certifications (e.g., Solutions Architect, Cloud Practitioner) are a plus.

Preferred Experience: Experience deploying Amazon Connect in multi-region or enterprise environments. Knowledge of voice architecture, SIP, and telephony integrations. Exposure to sentiment analysis, real-time analytics, and automation in customer service.