Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network. Amazon Connect is the cloud-based, AI-powered contact center service that underpins our voice, chat, and messaging channels — and CS is one of its largest and most complex customers. As Connect's capabilities rapidly evolve, CS needs a strategic technical leader to shape how we leverage this service to deliver exceptional customer experiences at global scale. We are seeking a Principal Technical Program Manager to own the strategic relationship between Amazon Customer Service and Amazon Connect. This leader will define our adoption strategy, identify and prioritize feature requests that unlock value for CS, and partner directly with Connect product and engineering teams to influence their roadmap on our behalf. You will evaluate which Connect capabilities we adopt, which we build around, and how we sequence platform investments to maximize customer impact while managing technical complexity. This role requires a rare combination of deep technical fluency, strategic thinking, and the ability to influence without authority across organizational boundaries. Key job responsibilities - Define and own the long-term strategy for how Amazon Customer Service leverages Amazon Connect across voice, chat, and messaging channels - Serve as the primary strategic interface between CS and Connect, building strong partnerships with Connect product and engineering leadership - Identify, prioritize, and advocate for CS feature requests with Connect, ensuring our needs are represented in their product roadmap - Evaluate new and existing Connect capabilities to determine adoption, integration, or build-around decisions for CS - Drive cross-functional alignment across CS engineering, operations, and product teams on service adoption sequencing and migration planning - Manage complex technical programs spanning multiple teams and organizations, navigating dependencies and driving accountability for delivery - Write strategic narratives and present to senior leadership to secure alignment on strategy and investment decisions - Stay deeply informed on Connect's product roadmap and emerging capabilities, proactively identifying opportunities to improve CS customer experience About the team Amazon Customer Service Network Solutions is responsible for designing, planning, and operating Amazon's global customer service network. Our mission is to transform CS from a cost center into a growth driver by building intelligent systems that anticipate demand, match customers to the right experience, and continuously improve service quality. Our strategy with Amazon Connect is foundational to this mission — Connect powers the channels through which hundreds of millions of customer interactions flow each year.