Product Owner – Contact Center

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Oversee the comprehensive migration of legacy contact center systems, including Avaya and Cisco, to Amazon Connect, covering all phases from discovery and planning to execution and deployment.

• Formulate and implement the product strategy and roadmap aimed at modernizing the contact center.

• Partner with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to establish requirements.

• Advocate for members, providers, and internal users while developing contact center functionalities, IVR flows, routing logic, and downstream integrations.

• Assess and enhance customer journeys across various channels including voice, chat, SMS, and email.

• Utilize AWS tools such as Lex, Lambda, Connect Flows, and Contact Lens for routing, automation, sentiment analysis, and analytics.

• Create and monitor KPIs, including average handle time, NPS, first call resolution, and abandonment rates.

• Manage vendor relationships, contracts, and governance related to telephony, transcription, workforce management, and analytics tools.

• Promote agile methodologies, backlog prioritization, and sprint execution.

• Lead change management, training, and adoption strategies for operational teams.

⛳️ Requirements

• A minimum of 7 years of product management experience, with at least 3 years focused on initiatives in contact center platforms or voice automation.

• Familiarity with healthcare call center operations, including member services, provider support, care management, and utilization review.

• Proven track record with Amazon Connect migration projects, encompassing integration with AWS services, telephony architecture, and IVR design.

• Strong understanding of HIPAA, PHI handling, and security best practices in cloud communications.

• Experience in voice UX, IVR design, and contact center reporting/analytics.

• Capability to convert complex requirements into clear user stories and product features.

• Demonstrated ability to influence cross-functional teams, executive stakeholders, and vendor partners.

• Proficiency in agile frameworks, particularly SAFe or Scrum, along with tools such as JIRA, Confluence, and Productboard.

• Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field is required.

• Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments.

🏝️ Benefits

• Great Place to Work® certification.

• Opportunities to engage with cutting-edge technologies and significant digital transformation initiatives.