Product Owner/Manager

Product Owner /Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)
Location: Remote
Employment mode: C2C or W2
Mandatory (any of below experience)
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Job Description:
AI, Contact Center Modernization, HealthCare, Migration
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.
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.

Work arrangement
Yes