Technical Product Manager at RIT Solutions, Inc. in Seattle, WA
- Company: RIT Solutions, Inc.
- Location: Seattle, WA
- Posted: Sep 17, 2026
- Type: Contract
- Experience: 5+ years
Overview
Technical Product Manager 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 Co…
Job description
- Technical Product Manager
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.
- 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
Requirements
- 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
- • 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
Skills
Required
- Amazon Connect administration
- Excellent communication skills
Preferred
- Workforce management (WFM) tools