Brillio

Senior Product Owner - Contact Center Modernization - R01571768

Brillio • $150K — $170K *
New York, NY 10025In-Person
Healthcare
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of product management experience, with at least 3 years in contact center platforms or voice automation.
  • Familiarity with healthcare call center operations, including member services and provider support is a plus.
  • Proven track record in Amazon Connect migration projects, including AWS integration and IVR design.
  • Deep knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
  • Experience in voice UX, IVR design, and analytics for contact centers.
  • Strong ability to translate complex requirements into user stories and product features.
  • Demonstrated success in influencing cross-functional teams and stakeholders.

Responsibilities

  • Lead the migration from legacy systems to Amazon Connect, overseeing all project phases.
  • Define product strategy and roadmap for contact center modernization to meet user needs and compliance.
  • Collaborate across teams to establish functional and technical requirements for new contact center solutions.
  • Act as the primary advocate for customer needs in developing contact center features and integrations.
  • Evaluate and enhance customer journeys across voice and digital support channels.
  • Utilize AWS tools for automation, sentiment analysis, and real-time data analytics.
  • Develop and monitor KPIs to ensure contact center performance and quality metrics are met.

Benefits

  • Remote position with opportunities to work in EST or CST time zones.
  • Engagement with innovative technologies in the AWS ecosystem.
  • Cross-functional collaboration with IT, operations, and clinical stakeholders during project execution.
  • Opportunity to influence significant change and improvements within healthcare payer operations.
Full Job Description
Position Summary
  • We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.
  • The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

Key Responsibilities
  • Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, 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/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
  • Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
  • Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
  • Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
  • Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
  • Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
  • Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
  • Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.

Required Qualifications
  • 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation.
  • Strong nice to have: 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.


Preferred Experience

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

Remote position based in EST or CST.

$150,000 - $170,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Brillio

Brillio is a technology consulting and technology services company focused on the implementation of digital technologies.

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Learn more about Brillio
Industry
Technical Services
Founded
2014
* Ladders Estimates

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