Product Manager (Amazon Connect & Customer Experience Platforms)

About the role

We are looking for a senior Product Manager to lead our Amazon Connect and broader customer experience platforms. The role will act as the in‑house subject‑matter expert, driving platform stability, continuous improvement and the rollout of new digital and AI capabilities for ServiceSG.

Key responsibilities

• Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms.
• Serve as the in‑house Subject Matter Expert for Amazon Connect, providing product leadership, platform governance and best practices.
• Engage business stakeholders to understand pain points and translate requirements into features, user stories and a prioritized backlog.
• Drive continuous enhancement of contact‑centre capabilities such as IVR, intelligent routing, omni‑channel engagement, self‑service and AI‑powered experiences.
• Define solution approaches and collaborate with vendors, architects and development teams to deliver new capabilities.
• Oversee administration and configuration of Amazon Connect, including contact flows, queues, routing profiles, users and reporting.
• Lead end‑to‑end delivery of new features, covering planning, solution validation, SIT, UAT, production deployment and post‑implementation review.
• Monitor platform performance, customer experience and operational metrics to identify optimisation opportunities.
• Partner with cross‑functional teams to integrate Amazon Connect with CRM, AI, analytics and other enterprise systems.
• Support evaluation, adoption and implementation of emerging AI capabilities.
• Manage vendors and technology partners to ensure timely delivery, incident resolution and continuous improvement.
• Drive governance, documentation and knowledge sharing to keep the platform scalable, secure and maintainable.

Required profile

• Degree in Information Technology, Computer Science, Business or a related discipline.
• At least 3 years of experience in business analysis, contact‑centre systems or customer experience platforms.
• Proven experience with Amazon Connect, Salesforce Service Cloud and AI‑enabled customer service solutions.
• Strong ability to work with business stakeholders, operations teams and external vendors.
• Blend of business analysis, platform administration, vendor management and CX transformation expertise.

Required skills

• Amazon Connect
• Salesforce Service Cloud
• AI‑enabled customer service solutions
• Contact‑centre technologies
• Telephony systems
• IVR design
• Omni‑channel engagement
• CRM integration
• Analytics platforms

What we offer

• Monthly salary range SGD 7,000 – 10,500
• 1‑year renewable contract
• Hybrid work arrangement
• Opportunity to work on a government project