Product Owner with Contact Center- R01571767

Brillio•Saint Louis, MO

6d•Remote

About The Position

Brillio is seeking a seasoned Senior Product Manager to lead the strategic migration of legacy contact center platforms, such as Avaya and Cisco, to Amazon Connect, with a focus on healthcare payer operations. The role will deliver scalable, cloud-native, intelligent contact center solutions to improve member and provider engagement, operational efficiency, and compliance with healthcare standards. The position owns the product strategy and roadmap for contact center modernization and leads migrations from discovery and planning through execution and rollout. It works with technology, operations, clinical, and customer service teams to establish requirements and develop contact center features, IVR flows, routing logic, and integrations with systems such as CRMs, case management tools, and claims systems. The Product Owner also improves customer journeys across voice and digital channels and uses AWS services to support automation, smart routing, sentiment analysis, and real-time analytics. The role tracks performance metrics, manages vendor relationships and governance, promotes agile delivery, and leads change management, training, and adoption for operational teams. It is a remote position based in the EST or CST time zones.

Requirements

7+ years of product management experience, including at least 3 years leading initiatives in contact center platforms or voice automation.
Experience with Amazon Connect migration projects, including AWS service integrations, telephony architecture, and IVR design.
Knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
Experience with voice UX, IVR design, and contact center reporting and analytics.
Business and technical acumen, including the ability to translate complex requirements into clear user stories and product features.
Demonstrated ability to influence cross-functional teams, executive stakeholders, and vendor partners.
Expertise in agile frameworks, especially SAFe or Scrum, and tools such as JIRA, Confluence, and Productboard.
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
Ability to work remotely in the EST or CST time zone.

Nice To Haves

Understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments.

Responsibilities

Lead the end-to-end migration of legacy contact center systems, such as Avaya and 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 it with enterprise goals, user needs, and compliance requirements.
Collaborate with IT, telephony and voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
Represent members, providers, and internal users in the development of contact center features, IVR flows, routing logic, and integrations with downstream systems.
Evaluate and optimize customer journeys across voice, chat, SMS, and email channels.
Use AWS ecosystem tools such as Lex, Lambda, Connect Flows, and Contact Lens to support smart routing, automation, sentiment analysis, and real-time analytics.
Develop and track KPIs and performance metrics, including average handle time, NPS, first call resolution, and abandonment rates.
Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
Promote agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
Drive change management, training, and adoption strategies to support operational teams through the platform transition.