• Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives. • Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization. • Provide recommendations to leadership to guide platform investment and prioritization decisions based on customer impact and operational value. • Act as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standards. • Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria. • Partner with Agile/Scrum teams, IT, and vendor partners to deliver high-quality platform enhancements. • Review delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectives. • Serve as a knowledgeable point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self-service experiences. • Provide functional guidance on platform administration, configuration, and environment management. • Partner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals. • Participate in discovery and pilot initiatives to validate new Amazon Connect features and enhancements. • Stay informed on Amazon Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistance. • Recommend adoption of emerging platform and AI capabilities based on business value and readiness. • Help define and track key performance indicators across the Amazon Connect platform. • Collaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality results. • Support pilots and A/B testing to measure the impact of platform changes prior to enterprise rollout. • Partner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements. • Align platform capabilities with Workforce Management, Quality Management, and Analytics teams. • Contribute to training, documentation, and change management efforts supporting platform enhancements.