Senior Product Manager/Owner

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

📋 Description

• Oversee the comprehensive migration of legacy contact center systems such as Avaya and Cisco to Amazon Connect.

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

• Ensure alignment of product initiatives with enterprise objectives, user requirements, and compliance standards.

• Collaborate effectively with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership.

• Establish functional and technical specifications.

• Advocate for members, providers, and internal users in the development of contact center functionalities.

• Create IVR flows, routing logic, and integrations with CRMs, case management systems, and claims processing tools.

• Assess and enhance customer experiences across voice, chat, SMS, and email channels.

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

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

• Manage vendor relationships, contracting, and governance concerning telephony, transcription, workforce management, and analytics tools.

• Promote agile methodologies, prioritize backlogs, and execute sprints.

• Facilitate change management, training, and adoption processes across operational teams.

⛳️ Requirements

• Minimum of 7 years of product management experience.

• At least 3 years of leadership in initiatives related to contact center platforms or voice automation within a healthcare payer environment.

• In-depth understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.

• Demonstrated experience in Amazon Connect migration projects.

• Familiarity with integrating AWS services, telephony architecture, and IVR design.

• Comprehensive knowledge of HIPAA, PHI management, and security best practices in cloud communications.

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

• Strong business and technical insight.

• Ability to translate intricate requirements into concise user stories and product features.

• Proven success in influencing cross-functional teams, executive stakeholders, and vendor partners.

• Proficiency in agile frameworks, particularly SAFe or Scrum.

• Familiarity with JIRA, Confluence, and Productboard.

• A 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 solutions.

🏝️ Benefits

• Fully remote work arrangement.

• Opportunity to engage in scalable, cloud-native, intelligent contact center solutions.

• Exposure to AWS ecosystem tools, healthcare technology, and digital transformation projects.

• Job-oriented training and real-time project opportunities as part of Volantsoft’s broader company offerings.