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Product Manager, Contact Center Modernization

Jean Martin, IncUnited States🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States
SAFeScrumConfluenceJiraAgile

Job description

Product Owner /Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)

Location: St. Louis, MO / Dallas, TX / New York, NY- Hybrid /Remote

Required Qualifications

  • 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
  • Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
  • Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
  • Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
  • Experience with voice UX, IVR design, and contact center reporting/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 like JIRA, Confluence, and Productboard.

Education

  • Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required.
  • Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.

Preferred Experience

  • Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based enviro

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