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

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.ResponsibilitiesContribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectivesCollaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimizationProvide recommendations to leadership to guide platform investment and prioritization decisions based on customer impact and operational valueAct as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standardsTranslate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteriaPartner with Agile/Scrum teams, IT, and vendor partners to deliver high-quality platform enhancementsReview delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectivesServe as a knowledgeable point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self-service experiencesProvide functional guidance on platform administration, configuration, and environment managementPartner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goalsParticipate in discovery and pilot initiatives to validate new Amazon Connect features and enhancementsStay informed on Amazon Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistanceRecommend adoption of emerging platform and AI capabilities based on business value and readinessHelp define and track key performance indicators across the Amazon Connect platformCollaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality resultsSupport pilots and A/B testing to measure the impact of platform changes prior to enterprise rolloutPartner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirementsAlign platform capabilities with Workforce Management, Quality Management, and Analytics teamsContribute to training, documentation, and change management efforts supporting platform enhancementsSkills3–5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologiesRequired experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functionsExperience working with contact center operations, IT, analytics, Workforce Management, and Quality teamsStrong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reportingFamiliarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialingKnowledge of AI and automation use cases such as conversational experiences, speech analytics, and real-time agent supportAbility to interpret dashboards and performance data and translate insights into platform recommendationsStrong analytical and problem-solving skills with the ability to define, track, and optimize KPIsExcellent communication and collaboration skills across technical and non-technical audiencesExperience working in Agile/Scrum environments; familiarity with SAFe or other scaled agile frameworksStrong business acumen with the ability to balance customer experience, operational efficiency, and complianceExperience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or AvayaInsurance industry experienceExperience with ad-hoc reporting or data analysis tools such as SQLBenefitsAllstate 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 OverviewAllstate 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.