Corporate Vice President - Amazon Connect Product Manager

Location Designation: Hybrid - 3 days per week 

We are seeking an experienced Amazon Connect Product Manager to lead the design, architecture, and implementation of cloud-based contact center solutions using Amazon Connect. In this role, you will own the technical roadmap, strategy, and solution development, collaborating with cross-functional teams to ensure seamless integration with enterprise systems. You will also be responsible for optimizing performance, ensuring scalability, and driving innovation in customer engagement solutions.

What You’ll Do:

• Collaborate with and inform stakeholders on the role of Amazon Connect in their contact center operations.
• Oversee architecture and implementation of Amazon Connect-based contact center solutions, ensuring scalability, security, and reliability.
• Define best practices for call routing, IVR design, real-time analytics, and AI-driven customer interactions.
• Lead the integration of Amazon Connect with CRM platforms (e.g., Salesforce, ServiceNow), databases, and third-party APIs.
• Oversee the development of Lambda functions, Amazon Lex chatbots, and event-driven architectures to enhance customer experiences.
• Collaborate with business and technology teams to align Amazon Connect solutions with organizational goals.
• Ensure compliance with security, privacy, and regulatory standards (GDPR, HIPAA, PCI DSS).
• Provide architectural guidance on AWS services related to Connect (Lambda, DynamoDB, API Gateway, S3, CloudFormation, Kinesis, IAM, etc.).
• Optimize system performance, scalability, and cost efficiency through cloud best practices.
• Lead and mentor engineers, fostering a culture of technical excellence and continuous learning.

What You’ll Bring:

• 10+ years of experience in cloud-based contact center architecture, including at least 3+ years working specifically with Amazon Connect.
• Deep expertise in AWS architecture, including serverless computing, event-driven architectures, and microservices.
• Proficiency in IVR design, call routing, telephony protocols (SIP, WebRTC, PSTN), and AI/ML-powered customer interactions.
• Strong programming and automation experience (Python, Node.js, Java, or similar languages).
• Extensive experience integrating Amazon Connect with enterprise applications (CRM, ERP, databases, analytics tools).
• Strong knowledge of security best practices and compliance requirements for cloud-based contact centers.
• Experience with CI/CD pipelines, Infrastructure as Code (CloudFormation, Terraform), and DevOps practices.
• Ability to assess business needs and translate them into scalable, high-performance technical solutions.

Preferred Qualifications

• AWS Certifications such as:
• AWS Certified Solutions Architect – Professional
• AWS Certified DevOps Engineer
• AWS Certified Machine Learning – Specialty
• Experience with AI-driven customer experience solutions, speech analytics, and NLP technologies.
• Familiarity with Workforce Management (WFM) tools, real-time reporting, and contact center analytics.
• Experience with large-scale cloud migration projects and enterprise-wide digital transformation initiatives.

Education and Experience

• Education: Bachelor’s degree in Computer Science, Business, or a related field.
• Experience: Minimum of 8+ years of hands-on experience with call center technology.

Additional requirements:

• Experience with large telephony migrations and implementations.
• Strong understanding of operating systems, storage, networking, and hardware.
• Familiarity with Software Development Lifecycle (SDLC) methodologies and containerized environments.
• In-depth knowledge of application development, including middleware, systems management, monitoring, and configuration management.
• Self-motivated and able to collaborate effectively across diverse technical and non-technical teams.

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Pay Transparency

Salary Range: $180,500-$258,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

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Job Requisition ID: 92702