Project Manager

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

📋 Description

• Lead the comprehensive migration initiative from Avaya to Amazon Connect across various business units and geographic regions.

• Define and oversee the program's roadmap, milestones, deliverables, and dependencies in accordance with contractual obligations.

• Supervise workstreams related to IVR, routing, integrations, CRM, analytics, reporting, quality assurance, and migration tooling.

• Propel Agile/Hybrid delivery to ensure timely execution within budget constraints.

• Act as the main liaison for executive stakeholders, business proprietors, technology leaders, cross-functional teams, and vendors.

• Convert technical solutions into measurable business outcomes such as enhancing member experience, improving call containment, and upgrading authentication processes.

• Conduct Steering Committee meetings, executive reviews, and status updates.

• Spearhead the contact center migration strategy and execution from Avaya to Amazon Connect.

• Ensure preparedness for IVR flows, CTI integrations, workforce management, quality assurance, and analytics tools.

• Oversee cutover strategies, parallel operations, and go-live planning.

• Manage risks, issues, dependencies, and change requests effectively.

• Guarantee compliance with HIPAA, data security, and regulatory standards.

• Establish program governance, key performance indicators (KPIs), and reporting schedules.

• Manage the program budget, forecasting, and resource allocation.

• Ensure alignment with Statements of Work (SOWs), Service Level Agreements (SLAs), and contractual deliverables.

• Drive value realization and return on investment (ROI) tracking.

• Deliver an enhanced member experience and customer satisfaction (CSAT), increased self-service and IVR containment, reduced average handling time (AHT), improved authentication success rates, and enhanced agent productivity.

⛳️ Requirements

• Certified Scrum Product Owner (CSPO).

• Over 10 years of experience in program and project management.

• At least 5 years of experience leading contact center transformation projects.

• Proven experience in managing large-scale migrations from Avaya or other legacy platforms to Amazon Connect or similar CCaaS solutions.

• In-depth knowledge of the Amazon Connect ecosystem, including Lambda, Lex, Connect flows, and APIs.

• Strong understanding of contact center operations, including IVR, routing, agent desktops, and analytics.

• Experience in the healthcare payer sector or the insurance industry, with Medicaid/Medicare experience preferred.

• Proven ability to manage distributed teams and intricate vendor ecosystems.

• Expertise in risk management, stakeholder communication, and executive reporting.

• Experience with multi-state or large enterprise contact center deployments is preferred.

• Familiarity with automation tools.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.

• Competitive salary and performance-based bonuses.