CONTRACT POSITION – PRODUCT OWNER / PRODUCT MANAGER, CONTACT CENTER MODERNIZATION

CONTRACT POSITION – PRODUCT OWNER / PRODUCT MANAGER, CONTACT CENTER MODERNIZATION

Important Notes

• Location: St. Louis, MO / Dallas, TX / New York, NY

• Work Model: Hybrid / Remote

• Experience: 7+ years of Product Management experience

• Domain: Healthcare Payer

• Project: Legacy Contact Center Migration to Amazon Connect

Job Summary

We are seeking an experienced Product Owner / Senior Product Manager to lead the modernization of legacy contact center platforms, such as Avaya and Cisco, to Amazon Connect.

The role requires strong healthcare payer experience, contact center modernization expertise, and knowledge of AWS cloud technologies. The selected candidate will drive product strategy, migration execution, IVR modernization, customer journey optimization, and cross-functional delivery while ensuring compliance with healthcare security standards.

Key Responsibilities

• Lead end-to-end migration of legacy contact center platforms, including Avaya and Cisco, to Amazon Connect.

• Define product strategy, roadmap, and modernization initiatives.

• Collaborate with IT, telephony, voice infrastructure, business operations, clinical teams, and customer service leadership.

• Gather requirements and translate them into user stories, product features, and functional specifications.

• Design and optimize IVR flows, routing logic, and customer journeys across voice, chat, SMS, and email.

• Integrate Amazon Connect with CRM, claims, case management, and other enterprise systems.

• Leverage AWS services such as Lex, Lambda, Connect Flows, and Contact Lens.

• Establish and monitor KPIs, including Average Handle Time, NPS, First Call Resolution, and call abandonment rates.

• Manage vendor relationships, governance, and platform implementation.

• Drive Agile delivery, backlog prioritization, sprint execution, change management, and user adoption.

Must-Have Requirements

• 7+ years of Product Management experience.

• Minimum 3 years leading contact center platform or voice automation initiatives in a healthcare payer environment.

• Strong understanding of healthcare payer operations, including member services, provider support, care management, and utilization review.

• Hands-on experience leading Amazon Connect migration projects.

• Knowledge of AWS services, telephony architecture, and IVR design.

• Understanding of HIPAA, PHI handling, and cloud communication security.

• Experience with voice UX, contact center analytics, and reporting.

• Strong stakeholder management and cross-functional leadership skills.

• Experience with Agile, SAFe, or Scrum methodologies.

• Hands-on experience with JIRA, Confluence, and Productboard.

• Bachelor's degree in Computer Science, Information Systems, Healthcare Administration, or a related discipline.

Preferred Requirements

• Experience with Avaya, Genesys, Cisco, and Amazon Connect.

• Experience migrating legacy contact center platforms to cloud-based solutions.

• Knowledge of AWS Lex, Lambda, Connect Flows, and Contact Lens.

• Master's degree or certifications in Product Management, AWS, Cloud Technologies, or Healthcare IT.

• Experience with vendor management, change management, and enterprise digital transformation.