Product owner

Job Title: Senior Product Manager / Product Owner – Contact Center Modernization

Location: St. Louis, MO / Dallas, TX / New York, NY
Work Arrangement: Hybrid / Remote
Experience: 7+ Years
Employment Type: Contract
Work Authorization: Any visa with at least 1 year of validity; H-1B not eligible

Job Description

We are seeking a Senior Product Manager / Product Owner with strong experience in Contact Center Modernization, Amazon Connect, Healthcare, and cloud migration.

The selected candidate will lead the modernization of legacy contact center platforms and migration to Amazon Connect within a healthcare payer environment. This role requires a strong combination of product management, healthcare domain knowledge, contact center technology, stakeholder management, and Agile delivery experience.

Responsibilities

• Lead end-to-end migration of legacy contact center platforms such as Avaya, Cisco, or Genesys to Amazon Connect.

• Define product strategy, roadmap, priorities, and delivery plans for contact center modernization.

• Work closely with healthcare business, IT, telephony, clinical, operations, and customer service teams.

• Gather, analyze, and translate business requirements into product features, epics, user stories, and acceptance criteria.

• Own and prioritize the product backlog based on business value, customer experience, and technical priorities.

• Define and optimize IVR flows, call routing, self-service, automation, and customer journeys.

• Support integration of Amazon Connect with CR