Telephony Product Manager, Information Technology

ServiceLink•Plano, TX

18h

About The Position

Are you a forward-thinking technology professional who thrives on improving customer experience through intelligent automation? ServiceLink, the nation’s premier provider of tech-enabled mortgage services, is seeking a a highly skilled Product / Program Manager, who is experienced on Amazon Connect to drive the modernization of our enterprise telephony and contact-center ecosystem. This role will manage the transition to a unified platform that improves customer experience, simplifies routing, strengthens analytics, and enhances operational efficiency. The ideal candidate brings deep experience in on Amazon Connect and contact-center technology and operations, strong product/program leadership, and cross-functional collaboration. If you're excited to modernize voice infrastructure and build scalable, data-driven workflows, you’ll thrive in our fast-paced, innovation-driven environment. There’s never been a better time to join ServiceLink - a company committed to growth, technology, and the success of every employee. A DAY IN THE LIFE In this role, you will… Lead the Enterprise Telephony Modernization Program Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning. Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness. Ensure platform stability and business continuity throughout the transition. Work with internal teams to implement voice AI where applicable Simplify and Modernize Number & Routing Architecture Redesign routing to eliminate manual workflows and reduce misroutes. Standardize branding, messaging, and routing logic across business units. Modernize IVR and Customer Experience Lead the creation of an intelligent, intent-based conversational IVR. Implement self-service automation for high-volume, low-complexity intents. Reduce wait times & abandonment and improve first-contact resolution through better experience design. Change Management & Enterprise Rollout Develop and execute communication, training, and transition plans for internal users. Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools. Build a sustainable support model post go-live. WHO YOU ARE

Requirements

2+ years on Amazon Connect
5+ years leading contact-center, telephony, or unified communications transformation programs.
Strong understanding of call routing, telephony architecture, IVR design, agent desktop and softphone tools, and call-center operations.
Background in automation, conversational experience design (omni channel – web, text, in-app etc.) or self-service workflows.
Experience implementing voice AI technologies/stack.

Responsibilities

Lead the Enterprise Telephony Modernization Program
Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning.
Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness.
Ensure platform stability and business continuity throughout the transition.
Work with internal teams to implement voice AI where applicable
Simplify and Modernize Number & Routing Architecture
Redesign routing to eliminate manual workflows and reduce misroutes.
Standardize branding, messaging, and routing logic across business units.
Modernize IVR and Customer Experience
Lead the creation of an intelligent, intent-based conversational IVR.
Implement self-service automation for high-volume, low-complexity intents.
Reduce wait times & abandonment and improve first-contact resolution through better experience design.
Change Management & Enterprise Rollout
Develop and execute communication, training, and transition plans for internal users.
Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools.
Build a sustainable support model post go-live.