Allstate Insurance Company

Product Manager / Consultant (Technical) - Amazon Connect Platform

Chicago, Illinois, USA · full-time

No sponsorship$100k-$171kDetected 33 days ago

SQLData AnalysisA/B TestingProduct ManagementAgileRoadmappingOutbound SalesLeadershipCommunicationCollaborationProblem Solving

About the role

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties.
Review delivered functionality and provide feedback to ensure outcomes meet business and customer experience objectives.
Stay informed on Amazon Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistance.

Collaborate with fellow Product Managers to manage the full lifecycle of Amazon Connect capabilities, from intake and discovery through launch and ongoing optimization.
Partner with Agile/Scrum teams, IT, and vendor partners to deliver high-quality platform enhancements.
Partner with Quality Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals.
Discovery, Innovation & AI Enablement Participate in discovery and pilot initiatives to validate new Amazon Connect features and enhancements.
Collaborate with analytics teams to derive actionable insights from reporting, call journey data, and quality results.
Support pilots and A/B testing to measure the impact of platform changes prior to enterprise rollout.
Collaboration, Governance & Compliance Partner with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements.
Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and real-time agent support.
Other Skills Strong analytical and problem-solving skills with the ability to define, track, and optimize KPIs.
And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs.

Experience 3-5 years of experience in Product Management, Product Consulting, Business Analysis, or a related role supporting enterprise platforms or contact center technologies.
Required experience with Amazon Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions.
Technical & Platform Aptitude Strong understanding of contact center platform concepts including routing, self-service, agent workflows, quality management, and reporting.

Experience with additional CCaaS platforms such as Genesys, NICE CXone, Five9, or Avaya is a plus.
Insurance industry experience is a plus but not required.

Platform Strategy & Lifecycle Management Contribute to the vision, roadmap, and long-term strategy for the Amazon Connect platform, aligning with enterprise customer experience and operational objectives.

Act as a platform steward to ensure capabilities are implemented consistently and in alignment with enterprise standards.
This role is part of a team of Product Managers responsible for maximizing customer value, operational efficiency, and platform effectiveness across the contact center ecosystem.

Allstate generally does not sponsor individuals for employment-based visas for this position

This listing is sourced directly from Allstate Insurance Company's careers page and normalized into a canonical job model.