Product Manager (Amazon Connect) (3boz7k)

About the Roles

We are seeking a Product Manager (Amazon Connect) to drive the roadmap and enhancement of customer experience platforms within an Information Technology Consulting environment. Based in City Hall, this 1-year contract role with an extension option offers a structured 5-day work week (Monday to Friday) and a competitive basic salary with completion bonus. You will play a key role in shaping contact centre solutions, improving customer engagement capabilities, and delivering technology-driven service improvements.

What You’ll Be Doing

Own the product strategy, roadmap, and lifecycle management for Amazon Connect and related customer experience platforms.

Collaborate with business teams to identify operational challenges and convert needs into product requirements, user stories, and prioritised backlogs.

Provide product expertise and governance as the internal Subject Matter Expert (SME) for Amazon Connect across the organisation.

Enhance contact centre capabilities through improvements in IVR, intelligent routing, omni-channel engagement, self-service, and AI-powered customer service solutions.

Define solution approaches and coordinate with vendors, architects, and development teams to deliver platform enhancements and integrations.

Administer and configure Amazon Connect environments, including contact flows, queues, routing profiles, users, reporting, and platform settings.

Lead end-to-end delivery activities including planning, solution validation, SIT, UAT, deployment, and post-implementation reviews.

Monitor platform performance, customer experience indicators, and operational metrics to identify improvement opportunities.

Integrate Amazon Connect with CRM, AI, analytics, and other enterprise platforms to enhance service capabilities.

Support the adoption of AI solutions such as conversational AI, Agent Assist, and chatbots to improve customer and agent experiences.

Manage technology partners and vendors to ensure effective delivery, issue resolution, defect management, and ongoing platform improvements.

Maintain platform documentation, governance processes, and knowledge sharing practices to support scalability and operational readiness.

Perform any other duties as assigned.

What We’re Looking For

Possess a Degree in Information Technology, Computer Science, Business, or a related discipline.

Have at least 3 years of relevant experience in business analysis, contact centre systems, customer experience platforms, or related technology roles.

Demonstrate hands-on experience in administering and supporting Amazon Connect.

Possess knowledge of related AWS services such as Lambda, S3, IAM, and CloudWatch.

Have a strong understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles, and contact flows.

Experienced in requirements gathering, process analysis, stakeholder management, vendor coordination, and system testing including SIT and UAT.

Strong analytical and problem-solving abilities with the capability to balance customer expectations, operational requirements, and technical constraints.

Experience with Salesforce Service Cloud, Service Cloud Voice, CRM integration, omni-channel platforms, AI customer service tools, or Agile product delivery will be advantageous.

Experience supporting public sector contact centre environments will be advantageous.

Note for Applicants

Only shortlisted candidates will be contacted, typically within 4 days.

Applications can be made via the job portal or by emailing your resume (as an attachment) to enquiry@erast.com.sg with 3boz7k in the subject line.

Pay: $6,000.00 - $8,400.00 per month

License/Certification:

permanent working rights with no restrictions in singapore (Preferred)

Work Location: In person