Product Manager – Amazon Connect

About the role

We are looking for a Product Manager to lead the Amazon Connect platform and related customer experience solutions. Based at our City Hall office in Singapore, you will shape the product roadmap, drive enhancements and ensure seamless integration with enterprise systems.

Key responsibilities

• Own the product roadmap and lifecycle for Amazon Connect and associated CX platforms.
• Act as the internal Subject Matter Expert for Amazon Connect, providing governance and best practices.
• Translate business and operational requirements into product features, user stories and prioritized backlogs.
• Improve contact centre capabilities such as IVR, intelligent routing, omni‑channel engagement and AI‑powered services.
• Define solution approaches and collaborate with vendors, architects and development teams for new capabilities and integrations.
• Manage Amazon Connect administration, including contact flows, queues, routing profiles, users and reporting.
• Lead delivery of new features from planning through production deployment and post‑implementation review.
• Monitor platform performance and operational metrics to drive continuous improvement.
• Integrate Amazon Connect with CRM, analytics, AI and other enterprise platforms.
• Support implementation of conversational AI, Agent Assist and chatbots.
• Manage vendors and technology partners to ensure timely delivery and issue resolution.
• Maintain governance, documentation and knowledge sharing for scalability and security.

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.
• Hands‑on experience administering and supporting Amazon Connect.
• Familiarity with AWS services such as Lambda, S3, IAM and CloudWatch.
• Good understanding of contact‑centre operations, telephony, IVR and call routing.

Required skills

• Amazon Connect
• AWS Lambda
• AWS S3
• AWS IAM
• AWS CloudWatch
• IVR design and management
• Contact‑centre routing and queue configuration
• AI‑powered customer service tools (conversational AI, chatbots, Agent Assist)

What we offer

• Basic salary SGD 6,000‑8,400 per month plus completion bonus.
• 5‑day work week (Mon‑Fri, 8:30 AM‑6:00 PM, Friday 5:30 PM).
• Opportunity to work on cutting‑edge cloud‑based CX platforms.
• Professional development and exposure to a range of enterprise technologies.