Senior Product Manager/Owner
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Job Description
Senior Product Manager leading healthcare payer contact center migrations from legacy platforms to Amazon Connect. Driving cloud modernization, compliance, automation, and member-provider engagement.
Responsibilities:
- Lead end-to-end migration of legacy contact center systems such as Avaya and Cisco to Amazon Connect
- Define and execute the product strategy and roadmap for contact center modernization
- Align product plans with enterprise goals, user needs, and compliance requirements
- Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership
- Define functional and technical requirements
- Represent members, providers, and internal users in developing contact center features
- Develop IVR flows, routing logic, and integrations with CRMs, case management tools, and claims systems
- Evaluate and optimize customer journeys across voice, chat, SMS, and email channels
- Use AWS tools including Lex, Lambda, Connect Flows, and Contact Lens for routing, automation, sentiment analysis, and analytics
- Develop and track KPIs such as average handle time, NPS, first-call resolution, and abandonment rates
- Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools
- Champion agile methodologies, backlog prioritization, and sprint execution
- Drive change management, training, and adoption across operational teams
Requirements:
- 7+ years of product management experience
- At least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting
- Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review
- Proven experience with Amazon Connect migration projects
- Experience integrating AWS services, telephony architecture, and IVR design
- Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications
- Experience with voice UX, IVR design, and contact center reporting/analytics
- Strong business and technical acumen
- Ability to translate complex requirements into clear user stories and product features
- Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners
- Expertise in agile frameworks, especially SAFe or Scrum
- Experience with JIRA, Confluence, and Productboard
- Bachelor’s degree in computer science, Information Systems, Healthcare Administration, or related field required
- Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and migration to cloud-based environments
Benefits:
- Fully remote work arrangement
- Opportunity to work on scalable, cloud-native, intelligent contact center solutions
- Exposure to AWS ecosystem tools, healthcare technology, and digital transformation initiatives
- Job-oriented training and real-time project opportunities are described as part of Volantsoft’s broader company offerings
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