Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.
Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.
Industry analysts have said, “Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers.” and “Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer-centric solutions with open platform integration with assistance from the partner community.”
Amazon Connect Telecom is seeking a highly motivated Senior Technical Program Manager (TPM) to support Telecom carrier relationship management. The ideal candidate will develop mechanisms and frameworks for managing relationships with global carriers, serve as the primary point of contact for vendor escalation, host monthly and quarterly business reviews, ensure service level agreement (SLA) compliance, and drive carrier operational excellence initiatives.
Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP-based Call Center Platform. Our technology is compelling, as it solves a common problem in a novel way — and it is unique in the industry. Be part of the team that handles large volumes of phone calls, among the largest in contact center platforms globally.
The successful candidate will have business and technical telecommunications expertise, the ability to interact at executive and technical team levels, flexibility in a dynamic business environment, and strong strategic thinking, data analysis, and communication skills.
Learn more about Amazon Connect: https://aws.amazon.com/connect/
Media coverage on Amazon Connect:
http://www.zdnet.com/article/how-the-abs-prepared-for-the-same-sex-marriage-survey-using-the-public-cloud/
https://www.benzinga.com/analyst-ratings/analyst-color/17/03/9241888/how-amazons-connect-could-impact-twilio-zendesk-ringcent
https://aws.amazon.com/blogs/aws/new-amazon-connect-and-amazon-lex-integration/
https://techcrunch.com/2017/03/28/aws-amazon-connect/
Power of Amazon Connect:
https://www.youtube.com/watch?v=9qky_E39-_I
https://youtu.be/rSzDFJGw5vg
Key job responsibilities
- Conduct formal monthly and quarterly business reviews (MBR/QBRs) with vendors and Amazon leadership.
- Write detailed reports for leadership summarizing vendor performance, SLA compliance, and key insights.
- Closely monitor vendor performance against contractual SLAs, identifying any SLA breaches or missed targets.
- Escalate issues to ensure vendors are held accountable for failing to meet their SLA commitments.
- Partner with internal stakeholders to align on contract SLAs and performance criteria.
- Provide necessary data for contract negotiations.
- Lead root cause resolution for vendor performance anomalies.
- Interact with incident management teams to develop automated metrics collection and analysis methods.
- Standardize outage and availability reporting.
- Develop and manage performance scorecards and dashboards.
- Conduct operational and strategics performance reviews.
- Analyze metrics including network reliability, service quality, and operational performance.
- Perform periodic risk assessments to identify potential vendor-related risks.
This position will require 10-20% travel.
A day in the life
- Collect and input vendor performance data from various stakeholders and tools.
- Identify and implement performance improvement strategies with vendors.
- Benchmark vendor performance against industry standards.
- Support onboarding and maintenance of supplier escalation matrices.
- Track and report updates on key program initiatives.
- Collaborate across teams, organizations, and time zones with a customer-centric approach.
About the team
ABOUT AWS:
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
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Inclusive Team Culture
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Mentorship and Career Growth
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BASIC QUALIFICATIONS
- 5+ years of technical product or program management experience
- 5+ years of working directly with engineering teams experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- 3+ years experience with voice telephony technologies (PSTN/SIP/RTP)
PREFERRED QUALIFICATIONS
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.