Senior Product Manager/Owner

Volantsoft Inc

8d•Remote

About The Position

The Senior Product Manager will lead the strategic migration of legacy contact center platforms, such as Avaya or Cisco, to Amazon Connect, with a focus on healthcare payer operations. The role is responsible for delivering scalable, cloud-native, intelligent contact center solutions that improve member and provider engagement and operational efficiency while meeting healthcare industry compliance standards. The position defines and executes the product strategy and roadmap for contact center modernization, represents member, provider, and internal-user needs, and coordinates requirements across technology, business, clinical, and customer service stakeholders. It also oversees customer journeys across voice and digital channels, AWS-enabled automation and analytics, performance metrics, vendor relationships, agile delivery, and change management and adoption. The position is remote.

Requirements

7+ years of product management experience, including at least 3 years leading contact center platform or voice automation initiatives in a healthcare payer setting.
Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
Experience with Amazon Connect migration projects, including AWS service integration, 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.
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 such as JIRA, Confluence, and Productboard.
Bachelor’s degree in computer science, Information Systems, Healthcare Administration, or a related field.

Nice To Haves

Master’s degree.
Certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT.
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and migrations 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 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 developing contact center features, IVR flows, routing logic, and integrations with downstream systems such as CRMs, case management tools, and claims systems.
Evaluate and optimize customer journeys across voice and digital channels, including chat, SMS, and email, to provide seamless and empathetic support.
Use AWS tools such as Lex, Lambda, Connect Flows, and Contact Lens to enable 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.
Champion agile methods, backlog prioritization, and sprint execution across cross-functional teams.
Drive change management, training, and adoption strategies across operational teams to support the platform transition.