Product Manager (Amazon Connect & Customer Experience Platforms)

1-year contract, renewable Government project Hybrid work arrangement Role Summary We are seeking a Product Manager with experience in contact centre technologies, telephony systems and AI-enabled customer service solutions to support ServiceSG's customer experience platforms. The successful candidate will serve as the in-house subject matter expert for customer engagement platforms, including Amazon Connect, Salesforce Service Cloud and AI capabilities. The candidate will work closely with business stakeholders, operations teams and vendors to ensure stable platform operations, drive continuous improvements and support the implementation of new digital and AI capabilities. The role requires a strong blend of business analysis, platform administration, vendor management and customer experience transformation. Key Responsibilities Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms, balancing business priorities, operational needs and technical feasibility. Serve as the in-house Subject Matter Expert (SME) for Amazon Connect, providing product leadership, platform governance and best practices across the organisation. Engage business stakeholders to understand customer and operational pain points, translate requirements into product features, user stories and prioritised backlog items. Drive continuous enhancement of contact centre capabilities, including IVR, intelligent routing, omni-channel engagement, self-service and AI-powered customer service experiences. Define solution approaches and work closely with vendors, architects and development teams to deliver new capabilities and platform enhancements. Oversee the administration and configuration of Amazon Connect, including contact flows, queues, routing profiles, users, reporting and platform configuration. Lead end-to-end delivery of new features and enhancements, including planning, solution validation, SIT, UAT, production deployment and post-implementation review. Monitor platform performance, customer experience and operational metrics, identifying opportunities for optimisation and continuous improvement. Partner with cross-functional teams to integrate Amazon Connect with CRM, AI, analytics and other enterprise platforms. Support the evaluation, adoption and implementation of emerging AI capabilities to improve customer and agent experience. Manage vendors and technology partners to ensure timely delivery, incident resolution and continuous platform improvement. Drive governance, documentation and knowledge sharing to ensure the platform remains scalable, secure and maintainable. Requirements Degree in Information Technology, Computer Science, Business or related disciplines. At least 3 years of relevant experience in business analysis, contact centre systems or customer experience platforms. Hands-on experience in administering and supporting Amazon Connect is mandatory. Familiarity with AWS services supporting Amazon Connect, such as Lambda, S3, IAM and CloudWatch. Strong understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles and contact flows. Experience in requirements gathering, process analysis and stakeholder management. Experience working with system vendors to support operations, incidents, defects and enhancements. Experience in system testing, including SIT and UAT. Strong analytical and problem-solving skills with the ability to balance customer needs, operational considerations and technical constraints. Preferred Qualifications Experience with Salesforce Service Cloud and/or Service Cloud Voice. Experience with AI-enabled customer service capabilities such as conversational AI, Agent Assist or chatbots. Experience in CRM integration and omni-channel customer service platforms. Experience working in Agile product delivery environments, including backlog management and sprint planning. Experience in public sector contact centre environments will be advantageous. Competencies Product mindset with a strong focus on customer and business outcomes. Strong stakeholder management and influencing skills. Excellent analytical, problem-solving and decision-making abilities. Ability to translate business strategy into product roadmaps and actionable delivery plans. Strong communication and facilitation skills across business and technical stakeholders. Comfortable working in fast-paced, cross-functional environments while managing multiple initiatives. P…