Massachusetts Information Technology Jobs

Description

Amazon is in search of a Principal TPM (Technical Program Manager) specializing in AI to bolster the Ring Contact Center (CS) organization. As a Principal TPM within Ring’s Customer Service Technology Team, your primary role will involve formulating and executing strategies pertaining to AI, Machine Learning, Deep Learning, and LLM. These strategies are intended to elevate customer and associate experiences to unprecedented heights while advancing our Self-Service model. Your responsibilities will encompass spearheading crucial enterprise-level projects, exerting influence across the organization by collaborating closely with business leaders, product teams, engineering, data scientists, security, privacy experts, and other cross-functional units. Key tasks include crafting roadmaps, defining program scopes aligned with business objectives, establishing milestones and success metrics, and constructing scalable, secure, reliable, and efficient AI capabilities to enhance customer and associate interactions. Moreover, you will collaborate with both internal and external product teams to grasp and shape AI/ML data strategy roadmaps for partner technologies such as Amazon Connect, Salesforce CRM, etc., leveraging industry best practices and outlining optimal integration strategies.

Key job responsibilities

• As a Principal Technical Program Manager (TPM) on Ring’s Customer Service Technology Team responsible for AI, Machine and Deep learning, you will execute on high priority enterprise level initiatives, and influence across our organization

• Partner closely with business leaders, product, engineering, data scientists, security, privacy and other cross functional teams to create roadmaps, scope programs aligning them with business priorities, define milestones and success metrics, and build scalable, secure, reliable, efficient AI capabilities that evolve our Customer’s experience

• Work with internal/external product teams to understand and influence AI/ML and data strategy roadmap for partner technologies (Amazon Connect, Salesforce CRM, etc.) systems to leverage the best practices and define an optimum integration strategy.

• Develop and drive the creation of reference-able architectures and functional models that can be reused to accelerate the business

• This role will be responsible for big picture thinking, presenting to executive stakeholders, and holding engineering teams accountable for overarching delivery goals

• Define and monitor key performance indicators (KPIs) to measure the impact of AI initiatives on customer satisfaction, average handle times, resolution times, and other relevant metrics

• Provide technical guidance and oversight on the selection, development, and deployment of AI technologies, such as natural language processing (NLP), machine learning models, and chatbots, within customer support systems

• Stay up-to-date on emerging AI trends and technologies, evaluating their potential application within the organization’s customer support framework

• In addition to the technical program, you will also work to pave the way for an expanding TPM discipline within the team, by leveraging your industry knowledge and experience to teach the organization what a great TPM can achieve

• Focus on execution, follow-through, accountability, and results

• Manage program communications with key stakeholders at all levels across the company to enable transparency and timely information sharing

• Exceptional cross-team collaboration, serving as the connective tissue across functions, business units, and reporting boundaries, to bring teams together, foster collaboration, improve decision-making, and deliver value for customers end-to-end

A day in the life

Amazon and Ring are fast-paced organization with a variety of innovative products and features. This leader’s day will vary depending upon the time of year, pace of strategy, and the development of the support team. Every day will definitely be a new day to innovate, learn, and develop, both professionally and as a team.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - FL | Virtual Location - MA | Virtual Location - NC | Virtual Location - SC | Virtual Location - TX

Basic Qualifications

• 7+ years of technical product or program management experience

• 10+ years of engineering experience

• Experience managing programs across cross functional teams, building processes and coordinating release schedules

• 5+ Years of applied knowledge of Customer Service organizations with a strong technical background building highly scalable platforms, products, and services with the ability to proactively identify and mitigate technical risks throughout delivery life-cycle by understanding customer service use cases and translate them into actionable technical requirements

• 5+ Years Developing solutions improving the agent experience through the implementation and use of agent assistance tools that utilize LLMs as well

• 5+ Years of developing comprehensive strategies for validating customer service use cases, data and intents to analyze model performance and output for accuracy, performance and real-world scenarios for customer expectations

• 3+ years of hands on experience with AI, machine and deep learning (building models, deploying models, setting up cloud infrastructure and/or data pipelines) and familiarity with major AI/ML/LLM frameworks such as AWS Titan, Bedrock, SageMaker, Amazon Q, Einstein, etc.

• 3+ years’ experience working with business, engineering, and product leadership on developing an organization’s AI vision and roadmap

• 3+ years of experience with implementing production AWS environments and applying AWS security and privacy best practices

• Exceptional written communication and collaboration skills

Preferred Qualifications

• Exceptional written communication and collaboration skills

• Excellent problem solving and influencing skills

• A quantitative approach to problem solving and a collaborative implementer to holistic solutions; a systems thinker

• Ability to simplify the technically complex and drive well-educated decisions across product, engineering, design, security and data science representatives

• Bachelor's degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.