Product Technical Manager (PMT)

Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects. By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners.

Immediate need for a talented Product Technical Manager (PMT). This is a 06+ Months Contract opportunity with long-term potential and is located in Seattle WA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-27944

Pay Range: $70 - $80/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities:

• Design, implement, and maintain contact flows, routing profiles, and queues to ensure optimal call distribution.
• Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect.
• Configure and optimize queue settings, hours of operation, and quick connects based on business needs.
• Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance.
• Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics.
• Provide architectural recommendations to improve the Connect deployment and scale for future growth.
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens).
• Document best practices, runbooks, and SOPs for ongoing Connect operations.
• Mentor and upskill existing team members on Amazon Connect capabilities.
• Collaborate with team members to ensure continuity of Connect operations

Key Requirements and Technology Experience:

• 5+ years of hands-on experience administering Amazon Connect instances in a production environment.
• Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects.
• Experience with user and security profile management, IAM policies, and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis).
• Strong troubleshooting skills for contact center platform issues.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics.
• Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB.
• Familiarity with workforce management (WFM) tools and their integration with Connect.
• Prior experience working with or for Concentrix or similar BPO/contact center service providers.
• Knowledge of telephony concepts: SIP, PSTN, DID management.

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
 
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