The Giant Bullseye
Senior Product Manager, Contact Center Modernization (Amazon Connect Migration –
The Giant Bullseye, Saint Louis, Missouri, United States, 63146
We are seeking a seasoned
Senior Product Manager
to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) 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. The ideal candidate will have a strong background in
healthcare payer environments , deep experience with
contact center technologies , and a proven ability to drive
digital transformation
initiatives in regulated industries. Key Responsibilities
Lead the
end-to-end migration
of legacy contact center systems (e.g., Avaya, Cisco) 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 (members, providers, internal users)
in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems). Evaluate and optimize
customer journeys
across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences. Leverage
AWS ecosystem tools
(e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics. Develop and track key
KPIs and performance metrics
(e.g., average handle time, NPS, first call resolution, abandonment rates) 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. Required Qualifications
7+ years of product management
experience, with 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 , 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 . Education
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required. Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred. Preferred Experience
Direct experience with
Amazon Connect, Avaya, Genesys, or Cisco
telephony platforms and their migration to cloud-based environments. Knowledge of
CRM platforms
(e.g., Salesforce, ServiceNow) and their integration into contact center ecosystems. Experience designing
omnichannel strategies
across voice, chat, and digital self-service. Familiarity with
workforce management tools
and
quality assurance processes
for contact centers. Experience managing
cross-market rollouts
in
multi-state health plans or Blue Cross organizations .
#J-18808-Ljbffr
Senior Product Manager
to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) 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. The ideal candidate will have a strong background in
healthcare payer environments , deep experience with
contact center technologies , and a proven ability to drive
digital transformation
initiatives in regulated industries. Key Responsibilities
Lead the
end-to-end migration
of legacy contact center systems (e.g., Avaya, Cisco) 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 (members, providers, internal users)
in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems). Evaluate and optimize
customer journeys
across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences. Leverage
AWS ecosystem tools
(e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics. Develop and track key
KPIs and performance metrics
(e.g., average handle time, NPS, first call resolution, abandonment rates) 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. Required Qualifications
7+ years of product management
experience, with 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 , 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 . Education
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required. Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred. Preferred Experience
Direct experience with
Amazon Connect, Avaya, Genesys, or Cisco
telephony platforms and their migration to cloud-based environments. Knowledge of
CRM platforms
(e.g., Salesforce, ServiceNow) and their integration into contact center ecosystems. Experience designing
omnichannel strategies
across voice, chat, and digital self-service. Familiarity with
workforce management tools
and
quality assurance processes
for contact centers. Experience managing
cross-market rollouts
in
multi-state health plans or Blue Cross organizations .
#J-18808-Ljbffr