Product Technical Manager (PMT)

Pyramid Consulting, Inc

🇺🇸 United States

On-site

Manager or above

3 days ago

Amazon Connect
IAM
AWS
CloudWatch
Kinesis
DynamoDB
SIP

Health insurance
Pension

3 days ago

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Immediate need for a talentedProduct Technical Manager (PMT). This is a06+ Months Contract opportunity with long-term potential and is located inSeattle 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 withinAmazon 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 onAmazon Connect capabilities.
Collaborate with team members to ensure continuity of Connect operations

Key Requirements and Technology Experience:

5+ years of hands-on experience administeringAmazon Connect instances in a production environment.
Strong knowledge ofAmazon 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 withAmazon 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 leadingIT Industryand 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.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Product Technical Manager (PMT) · Pyramid Consulting, Inc

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