Product Technical Manager (PMT)

Product Technical Manager (PMT)

Job Description Technical Product Manager Key Responsibilities Day-to-Day Administration Routing Configurations: Design, implement, and maintain contact flows, routing profiles, and queues to ensure optimal call distribution User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance Reporting & Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics Strategic Guidance 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 Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations.

Required Qualifications 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

Preferred Qualifications Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time 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

About Us: InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 19 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.