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About the Role

We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.

Responsibilities

• Lead the end-to-end migration of legacy contact center systems to Amazon Connect, from discovery and planning through execution and rollout.
• Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
• Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
• Serve as the primary voice of the customer in developing contact center features, IVR flows, routing logic, and integration with downstream systems.
• Evaluate and optimize customer journeys across voice and digital channels, ensuring seamless and empathetic support experiences.
• Leverage AWS ecosystem tools to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track key KPIs and performance metrics to ensure quality and efficiency.
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
• Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
• Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.

Requirements

• 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation.
• Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
• Proven experience with Amazon Connect migration projects, including integration with 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 with the 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, and tools like JIRA, Confluence, and Productboard.

Skills

• Amazon Connect
• AWS services
• Telephony architecture
• IVR design
• HIPAA
• PHI handling
• Cloud communications
• Voice UX
• Contact center reporting
• Agile frameworks
• SAFe
• Scrum
• JIRA
• Confluence
• Productboard
• Lex
• Lambda
• Contact Lens

Location

• Remote

Work Type

• Remote
• Full-time

Experience Level

• Senior
• 7+ years of product management experience
• 3+ years leading initiatives in contact center platforms or voice automation

Education Level

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

Salary/Compensations

• $150,000 - $170,000 a year

About the Company

• Brillio is one of the fastest-growing digital technology service providers and a trusted partner to Fortune 1000 companies seeking to transform disruption into competitive advantage through innovative digital adoption.
• Brillio's professionals, known as "Brillians," combine deep technology expertise, design thinking, and a strong commitment to client success to deliver transformative outcomes.
• Recognized year after year as a Great Place to Work®, Brillio continues to attract top talent by offering opportunities to work on cutting-edge technologies and impactful digital transformation initiatives.

Equal Opportunity

• Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.