Product Manager / Consultant (Technical) – Amazon Connect Platform

The Allstate Corporation

Job Overview

Location

USA - IL (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives.
• Manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization, in collaboration with fellow Product Managers.
• Provide leadership recommendations on platform investment and prioritization based on customer impact and operational value.
• Act as a platform steward to ensure consistent implementation of Amazon Connect features in alignment with enterprise standards.
• Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance criteria for Agile/Scrum teams.
• Partner with IT, vendor partners, and Agile teams to deliver high-quality platform enhancements and review delivered functionality for business and customer experience alignment.
• Serve as the primary point of contact for Amazon Connect platform capabilities, including call flows, routing strategies, and self-service experiences.
• Provide functional guidance on Amazon Connect administration, configuration, and environment management.
• Collaborate 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 organizational readiness.
• Help define and track key performance indicators (KPIs) 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.
• Interpret dashboards and performance data to translate insights into actionable platform recommendations.
• Apply strong analytical and problem-solving skills to define, track, and optimize KPIs across contact center operations.
• Communicate effectively with both technical and non-technical stakeholders across multiple functional areas.
• Work within Agile/Scrum environments and apply familiarity with SAFe or other scaled agile frameworks where applicable.
• Balance customer experience, operational efficiency, and compliance requirements in platform decision-making.
• Utilize ad-hoc reporting or data analysis tools such as SQL to support platform insights and recommendations.
• Operate as a mid-to-senior individual contributor without direct people management responsibility, focused on platform ownership and cross-functional influence.
• Ensure all platform initiatives comply with regulatory standards and internal governance policies.
• Leverage knowledge of Amazon Connect features including routing, self-service, agent workflows, quality evaluations, reporting, workforce management integration, and outbound dialing.

🎯 Requirements

• 3–5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies.
• Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions.
• Experience working with contact center operations, IT, analytics, Workforce Management, and Quality teams.
• Strong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reporting.
• Familiarity with Amazon Connect capabilities related to administration, quality evaluations, reporting, workforce management integration, and outbound dialing.
• Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and real-time agent support.

🏖️ Benefits

• Annual compensation range of $100,000.00 – $170,500.00 based on experience and qualifications.
• Comprehensive technology setup provided, including laptop, monitors, headset, keyboard, and mouse.
• Monthly connectivity reimbursement to help offset internet costs for remote employees.
• Required to maintain a dedicated, private workspace free from distractions with reliable internet (minimum 50 MB download and 5 MB upload).

Skills & Technologies

Product Management

Remote

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The Allstate Corporation

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About The Allstate Corporation

The Allstate Corporation is a publicly traded insurance holding company headquartered in Northfield Township, Illinois. Through subsidiaries, it offers personal property, casualty, life, and health insurance, roadside assistance, and financial services across the United States and Canada. Founded in 1931 as part of Sears, Roebuck and Co., it became independent in 1993 and now serves approximately 16 million households. Allstate distributes products via exclusive agents, independent agencies, direct-to-consumer channels, and online platforms, underwriting risks through brands such as Allstate, Encompass, and Esurance, while also investing in technology-driven ventures like Arity and Allstate Identity Protection.

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